Service Desk Analyst
hace 1 mes
This position is open in Malaga ; you should be based here or willing to relocate and work in a Hybrid model.
As a Service Desk Analyst, you will embody service excellence by delivering first-class support to users and acting as the initial point of contact for all service-related inquiries. You will facilitate communication between users, engineers, and other resolver groups. Your responsibilities include troubleshooting issues, creating and maintaining comprehensive documentation, and promptly responding to incidents. By coordinating and engaging other teams, when necessary, you will ensure efficient resolution of incidents. Your proactive approach, attention to detail, and collaborative nature will build strong relationships across various stakeholder groups, supporting seamless service operations and enhancing overall user satisfaction.
Responsibilities- Providing Tier 1 (triage) and Tier 2 (advanced) Service Desk support as part of a global team, delivering 24/7/365 coverage through tickets, emails, and instant chat. You will participate in a rotational schedule to ensure continuous service.
- Providing support to users both on-site and remotely as required, ensuring prompt and effective resolution of their technical issues.
- Responding to alerts and managing events to quickly prevent or address incidents, ensuring minimal disruption to service operations.
- Taking ownership of incidents, ensuring effective triage and troubleshooting processes, and managing stakeholders until satisfactory resolutions are achieved.
- Managing major incidents from detection to resolution, adhering to ITIL best practices and Major Incident Management protocols.
- Collaborating closely with support teams, third parties, and Business Divisions to ensure seamless service delivery and incident resolution.
- Monitoring incident and service queues, ensuring tickets are handled in accordance with agreed operational level procedures and SLAs.
- Following established Standard Operating Procedures (SOPs) and improving them when needed, collaborating with other teams to refine or create new SOPs as necessary to enhance service efficiency.
- Providing training and demos of existing and new products to clients and internal teams proactively, and on request.
- Collecting, processing, and analyzing data from various sources to extract meaningful insights and trends.
- Developing and maintaining reports and dashboards to present findings clearly and effectively to stakeholders.
- Identifying and analyzing issues within processes and systems, proposing effective solutions and improvements.
- Working closely with cross-functional teams and users to understand their needs and provide tailored analytical support.
- Creating and maintaining documentation for data processes, methodologies, and findings to ensure transparency and knowledge sharing.
- Staying up-to-date with industry trends and best practices in data analysis and IT, recommending and implementing improvements to enhance efficiency and effectiveness.
- Contributing to the change management practice by assisting in the review, coordination, and communication of upcoming changes, working closely with the Service Center Team Lead and the Change Manager.
- Experience providing first and/or second line support for IT related services.
- Experience with incident, change or problem management processes.
- Ability to work on a rotational shift basis, on weekends, and outside of typical business hours.
- Experience in geographically spread technology support organizations.
- Experience in supporting remotely located end users.
- Basic knowledge of network and server infrastructure.
- Basic knowledge/experience about Active Directory (users, contacts, permissions, groups, etc.).
- Strong communication skills and stakeholder management.
- Business fluency in English.
- High level of attention to detail and accuracy.
- Strong analytical and problem-solving skills, with the ability to interpret complex data and provide actionable insights.
- Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely to diverse audiences.
- Understanding of the impact of technology on the business.
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