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Manage incidents and service requests within the agreed targets
- Manage and effectively deal with service requests and tickets via telephone and ticket or Manage access management requests (Account creation, transfer, user changes, leavers ) within the agreed targets (depending on the team they are supporting to in the specific moment. They will operate in a hybrid role where it is requested support due to volume of the incoming demand.
- Provide excellent Customer Service by maintaining regular communication with users and provide updates proactively
- Respect deadline for projects and assigned tasks
- Proactively deal with second levels, providers, stakeholders when needed
- Provide regular visibility to the Management in case of chases, escalations, major incidents
- Ensure phone availability
- Contribute to the maintenance of the Knowledge Base by suggesting improvements & changes based on business feedback
- Take initiative by proposing improvements, workarounds, solutions
- When possible, become an expert champion in on one topic at least
- Be cross-trained on other regions
- Make sure you keep accountability on communication and stay updated
- Enable teamwork by collaborating with your colleagues across GTS
- Proactively enable teamwork by collaborating and sharing information with your colleagues across GTS
Spanish is not required|International Environment
- Fluent in English and preferably another language
- Experience with Service logging tools
- ITIL Foundation Certification, desirable but not necessary, however an understanding of Incident, Change and Problem Management an advantage
- Thorough knowledge of Windows 7 and 10, Citrix environment, including networking components, services and user profiles
- A broad level of skills across PC hardware and software systems including: Active Directory, Windows Terminal Services, Citrix Metaframe, Thin Client Terminals, Database Systems, Exchange and Office 365
- Desirable skills in MAC OS
The Global Technology Support Department is the first and single point of contact for all customers using IT Services delivered by Business Technology. The GTS Support Agents are responsible for providing first line support across the EMEA region. The role endeavours to promptly resolve problems, troubleshoot and escalate while assisting the broader team in providing a stable, effective IT service to the business. The analyst is part of a team ensuring the delivery of quality service and support in their day-to-day duties. The role will also be required, on occasion, to support the EMEA region as cover to staff shortages and during local Bank Holidays. All GTS Support Agents are responsible for contributing to and executing GTS processes as agreed by the Global Service Delivery Community.
Food voucher, bonus, private health insurance, central location, and hybrid
Service Desk Analyst - French or Italian Speaker - PageGroup SSC
