IT Support Specialist L2

hace 3 semanas


Barcelona, Barcelona, España Studentuniverse A tiempo completo

Service Desk Role Overview

At Studentuniverse, we are seeking a skilled IT Support Specialist L2 to join our team in Barcelona, Spain. As a key member of our Service Desk team, you will be responsible for providing 2nd-level support to our colleagues via telephone, email, and walk-in requests.

About the Role

The IT Support Specialist L2 role is an on-site position that requires you to work in the office 5 days a week. Your primary responsibility will be to receive, prioritize, document, and actively resolve our colleagues' help requests. You will be an escalation point for L1 Analysts and the face of the Service Desk for our head office.

Main Responsibilities

  • Provide effective and efficient support to users while logging information in our Service Desk management tool
  • Field incoming requests from users via telephone, email, and ITSM tool set in a courteous manner
  • Prioritize and schedule support workload against the defined SLA matrix
  • Follow Incident and Request fulfillment lifecycle processes
  • Record, track, and document the Incident Management process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Perform preventative maintenance (CSI) by analyzing and trending ticketing statistics
  • Test fixes to ensure problems have been adequately resolved
  • Perform post-resolution follow-ups to help requests
  • Convey troubleshooting and resolution details in a way that is understandable to non-technical members of our organization
  • Provide out-of-hours 'on call' during a week on a rotation basis
  • Ensure that Service Desk policies and procedures and best practices are implemented and adhered to, particularly our Request and Incident Management procedures (based on the ITIL standards)
  • Ensure that all calls and issues are dealt with in a timely and efficient manner, whilst providing excellent customer service

Requirements

  • Strong IT troubleshooting techniques and analytical thinking
  • Experience working within an ITIL framework
  • Experience in supporting Citrix / Xen Desktop
  • Extensive application support experience, especially MS Office
  • Knowledge of MS Windows 10/11 and Active Directory
  • Experience in Office 365 Admin
  • Experience of working to and exceeding Key Performance Indicators

Salary Information

We offer a competitive salary package, estimated at €45,000 - €55,000 per annum, depending on experience.



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