Service Desk Analyst

hace 2 días

Madrid, Madrid, España Ipc Systems A tiempo completo
Job Title: Service Desk Analyst

Job Summary:
IPC Systems is seeking a skilled Service Desk Analyst to join our Global Services and Support team. As a Service Desk Analyst, you will be responsible for providing first-line technical support to our clients via various communication channels, including telephone, email, and web.

Key Responsibilities:
  • Provide first-line diagnostics and Tier 1 troubleshooting technical support to IPC clients.
  • Manage incident, change request, and service request tickets throughout the ticket lifecycle.
  • Ensure timely fault resolution and escalate incidents to first-level escalation following the defined escalation process.
  • Liaise closely with Tier 2 and other IPC engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.
  • Produce reports on major outages, fault resolution, statistics, and other relevant data.

Requirements:
  • Client service professional with proven Service Desk experience (minimum 2 years).
  • Commitment to service excellence with the ability to work in a fast-paced, multi-tasking, team environment.
  • Cisco qualification (CCNA or better), or other relevant industry standard certification.
  • Demonstrable experience supporting and troubleshooting a managed extranet service (or similar).
  • Varied exposure to Internet technologies and platforms.

Desirable Experience/Skills/Qualifications:
  • Rotating schedule to allow the Global GSOC to operate 24 x 7.
  • Individual hours to be agreed with GSOC Global Vice President subject to business coverage requirements.

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