Service Desk Specialist

hace 2 semanas

Centro, España The Workshop A tiempo completo

Join our Blockchain team

The Workshop is a tech company that develops intuitive software for the online gaming industry. Our motto is to move “Fearlessly Forward” together. Cooperative innovation is at the center of everything we do – from our games, new products and technologies, to how we collaborate and share inspiration with one another.

Our blockchain team is dedicated to the conception, design and implementation of a best-in-class software platform providing our users with the ability to work seamlessly within this new and highly technical space. We are currently seeking new colleagues across a variety of roles who are passionate about bringing this world-changing technology into mainstream use via the development of high-quality tools and services aimed at the wider commercial market.

As a Service Desk Specialist, you will be at the forefront of providing advanced technical support and driving continuous improvement in our IT services.

What you'll do

  1. Provide Tier 1 (triage) and Tier 2 (advanced) IT Service Desk support as part of a specialized team supporting the Block Co platform. You will participate in a rotational schedule to ensure service continuity, including weekend shifts on a fair and rotational basis.
  2. Manage major IT incidents from detection to resolution, adhering to Major Incident Management protocols and collaborating closely with the ITSM team.
  3. Engage with support teams, third parties, and business divisions to ensure seamless service delivery and incident resolution.
  4. Monitor incident and request queues, ensuring tickets are handled in accordance with our SLAs and service level objectives.
  5. Foster strong relationships with internal and external stakeholders, understanding their needs and ensuring their technical issues are resolved efficiently.
  6. Contribute to knowledge base SOPs and documentation to improve self-service and peer support capabilities.
What you'll bring
  1. Basic to intermediate knowledge of network and server infrastructure.
  2. Office 365 and Active Directory knowledge.
  3. A minimum of 4 years of industry experience as a Service Desk agent or in a similar IT Support role within a technically complex environment.
  4. Proven experience handling escalated customer queries, tickets, and concerns with a focus on advanced technical troubleshooting and problem resolution.
  5. Understanding of diverse IT environments, systems, and network infrastructures.
  6. Advanced knowledge of technical troubleshooting principles and methodologies.
  7. Strong communication skills with the ability to manage stakeholders effectively.
  8. Familiarity with incident, change, and problem management processes within an ITIL framework.
  9. Flexibility to work on a rotational shift basis, including weekends and outside of typical business hours.
  10. Proficiency in English with outstanding written and oral communication skills.
  11. Solid analytical skills with a proven ability to diagnose and resolve complex technical issues.
  12. Experience in a geographically spread technology support organization.
  13. A clear understanding of technology's impact on business and a customer-focus approach to IT support.
  14. Excellent organizational skills with the ability to multitask and prioritize effectively.
  15. Self-driven and proactive with a strong sense of ownership and accountability.
Desired qualifications:
  1. Relevant certifications in IT support, network administration, or system engineering (e.g., CompTIA, Microsoft, Cisco).
  2. ITIL certification

What's in it for you (Spain)

  1. Private life and health insurance for you and your family.
  2. Four weeks per year to work from anywhere for eligible employees.
  3. Gym reimbursement.
  4. Company bus lines for convenient transportation applicable for employees Malaga based.
  5. Relocation package for you and your family including soft-landing package services to help you settle in (applicable for relocation to Malaga, if you are moving from a different city/country).
  6. Learning Pocket for personal development.
  7. A hybrid working model with flexible hours.
  8. 3 volunteering paid days each year.
  9. Generous referral programme.
  10. Workplace perks such as gaming room with darts, pool, ping pong table, foosball, consoles and much more We also enjoy massages and a kitchen stocked with coffee, fruits, nuts and ice cream.

What's in it for you (FOR UK ONLY)

  1. Private life and health insurance.
  2. Pension plan.
  3. Four weeks per year to work from anywhere for eligible employees.
  4. Gym reimbursement.
  5. 25 days of annual leave plus weekday bank holidays.
  6. Learning Pocket for personal development.
  7. A hybrid working model with flexible hours.
  8. 3 volunteering paid days each year.
  9. Generous referral programme.
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