Service Desk Analyst - Madrid, España - Indicia Worldwide

Descripción

About us

Indicia Worldwide is an insight and technology-led communications agency with global production expertise.

Why we exist: we create new value

At Indicia Worldwide, our philosophy is one of 'creating new value'. We create new value at every step of the journey that a brand takes to market, by driving an increase in marketing performance and reducing costs in marketing execution. For our clients and their customers, we are building mutually-beneficial partnerships. We see this proposition, built around the perfect balance of efficiency and effectiveness, as pioneering, entrepreneurial and, above all else, sustainable.

Our substantial investment in our technology and data science capability, and resource, provide our differentiation in the marketplace. Data insight and marketing technology allow us to measure our work, evidencing ROI as the most critical metric in today's environment.

We see ROI where others don't. We are the only agency that combines creative, data and technology talent with production and procurement expertise to improve your marketing performance and efficiencies. We realise ROI for our clients by enabling them to deliver more engaging, cost-effective and sustainable customer experiences.

As a business we draw on a rich heritage from the worlds of print, creative production, retail, data, digital, tech and creative, bringing these disciplines together to support global brands with their omnichannel marketing activation needs.

We believe in what we do. We believe this proposition makes us unique. We have the capacity to redefine the way marketing is activated for our clients across the globe. Now, and well into the future.

The output : Improved client performance by engaging consumers with brand ideas better, faster and more cost-effectively, across every step of a brand's journey to market.

Purpose of the role

The Global ServiceDesk Team provides excellent IT support for all business users within Indicia Worldwide and the team is made up of 6 Service Desk Analysts and 1 Team Leader.

You will be the first point of contact for all global service functions through phone, email and service desk to provide great customer excellence and support to multiple business areas of our excess of 700 global users 24 hours a day 5 days a week, However, looking at the rapid employee growth of our organization this will be turned into 24X7. As we have users located across the globe, we operate a varied shift pattern to ensure that we provide full support to our business users, which starts by 11pm IST on Sunday to cover ANZ and then followed by the other shifts as per regions.

• As a Global Service Desk Analyst, you will be providing frontline technical support across multiple business areas.
• Maintain control of the Global Service Desk by prioritizing, resolving, and reassigning tickets as soon as possible after they are logged.
• Providing technical support service for incidents and requests reported via the service centre support portal, telephone, chat or face-to-face.
• Supporting incidents and requests escalated in person, and via various online portal, via the phone, across multiple business areas.
• Need to have essential skills around communications and experience of Global Servicedesk with coreIT troubleshooting and proven motivational skills.
• Working for multiple business areas, such as IT, Application Support, Facilities, Travel, etc.
• Follow and adhere to the Global Incident management guidelines.
• Take ownership of tickets and ensure prompt and satisfactory resolution with minimal com-mercial impact, collaboration and sharing with other members of the team as required.
• Take part in 24x5 Global Support shift availability to ensure all our Global international users are looked after during their working hours using a follow-the-sun approach.
• Ensuring the on and off-boarding of users is managed in line with the agreed process flow and time scales.
• Set up all new equipment as a global function relaying to the regional support where required.
• Installation of software on machines.
• Set up Meeting rooms and you shall perform daily meeting room checks to ensure the functionality of the Video Conferencing (Audio/Video/Mic).
• Prioritize support tickets to ensure that business-affecting issues are dealt with in line with SLAs.
• Provide efficient customer service at all times.
• Escalating issues to guarantee that problems are resolved within SLAs.
• Ensure you build a strong relationship with all areas of our business areas to provide excellent service and strengthen the vision of the Global Service Desk Team.
• Positively representing the Service Desk and the company through direct contact with internal customers and suppliers.
• Direct contact with clients and suppliers for all Service desk functions.
• Regular 1 to 1's with the department head to cascade priority information and maintain a high level of service.

Skills, knowledge, experience, and exposure

• Previous Global Service Desk/Help Desk experience (preferably with global users)
• Tech savvy with current working knowledge of computer programs, hardware, and networking
• ITIL knowledge (Desirable).
• Ability to diagnose and troubleshoot technical issues.
• Analytical / Problem-solving mindset.
• Excellent Windows/Mac OS troubleshooting skills.
• Excellent Proven M365 skills.
• Hands-on knowledge of Microsoft Intune/Autopilot, Azure AD, SharePoint, On Prem Active Directory.
• Mobile support for iOS/Android OS mobile devices and knowledge of mobile MDM support software.

Mindset to navigate the role

• A hunger to provide a best-of-class support function.
• Well-organised approach to work planning and time allocation to tasks in providing great and efficient customer service and support to multiple business areas at all times.
• Take ownership of analysis and managing the tickets independently, as well as collaborating to solve the requests/issues.

The softer skills that we believe, will help you thrive in this role

• Strong ability to communicate effectively with global users
• Relationship building
• Customer service
• Task completer
• Excellent organisation skills and ability to prioritise
• Service driven

Role Requirements

• Flexibility for 24-hour shift work.
• Onsite work in the Madrid office (C. de Prim, 19, days a week.

We are an equal opportunities employer and as such, will make any reasonable adjustments to accommodate the needs of all candidates. If you have any such needs or requirements in the context of your interview, please notify us so that we can make the appropriate arrangements.