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    Service Desk Analyst - Barcelona, España - psd group

    psd group
    psd group Barcelona, España

    hace 2 semanas

    Default job background
    Freelance
    Descripción

    Service Desk Analyst

    Summary

    Location: Barcelona

    Day Rate: Up to €150 p/day

    Duration: 12 Months

    Availability: ASAP

    About the Client

    My client is the air transport industry's IT provider, delivering solutions for airlines, airports, aircraft and governments. Their technology powers more seamless, safe and sustainable air travel.

    They are looking to hire a Service Desk Analyst on a freelance contract basis for an initial 12 month contract.

    About the Role

    Reporting to the Regional Manager of the ServiceDesk, the Analyst is overall responsible for the execution of Standard Operating Procedures related to ITIL Processes such as Incident Management and Request Fulfilment.

    You will interact with the various functions within the organisation such as Engineering & Technology, Customer Service, and Operations as well as other colleagues across the company, located in 20+ countries (Canada, United-States, France, Switzerland, Germany, Singapore, United Arab Emirates, Spain...).

    Key Duties

    · Execute Standard Operating Procedures related to the management of incidents and requests. Emphasis will be placed on the management of standard/documented incident management such as those related to our global VHF network or basic requests.

    · Maintain accurate logs, incident reports and provide comprehensive updates to stakeholders.

    · Document all actions in accordance with standard company policies and procedures.

    · Collaborate with vendors and service providers, such as Field Representatives, to address incidents, ensuring effective communication and prompt resolution.

    · Use various tools to monitor, remediate and manage any ticket assigned.

    What we are looking for

    · Proven experience in a customer service role, preferably in a technical support or service desk environment.

    · Commitment to continuous learning and staying updated with industry trends and best practices.

    · Fluent in English - verbal and written communication skills.

    · Customer service orientation with the ability to communicate technical topics.

    · Strong time management and multitasking abilities to handle multiple customer inquiries simultaneously in a fast-paced environment.

    · Ability to work in a shift-based schedule, including weekends and holidays, to provide 24/7 coverage.

    · Strong documentation skills to accurately record customer interactions and resolutions.

    · Ability to work both independently and collaboratively in a team-oriented environment.

    · Adaptability, resilience, and a positive attitude towards handling challenging customer situations.

    Candidates must be wiling to work on call in rotation.

    Candidates must be open to working 3 days a week in the office in Barcelona.

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