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    Service Desk Analyst - Madrid, España - Indicia Worldwide

    Indicia Worldwide
    Indicia Worldwide Madrid, España

    hace 3 semanas

    Indicia Worldwide background
    Descripción
    Job summary
    The Global ServiceDesk Team provides IT support for all users within Indicia Worldwide.
    You will be the first point of contact for all global service functions.
    As a Global Service Desk Analyst, you will provide frontline technical support across multiple business areas.

    Job seniority:
    entry level

    Responsibilities


    • Be the first point of contact for all global service functions.
    • Provide frontline technical support across multiple business areas.
    • Maintain control of the Global Service Desk by prioritizing, resolving, and reassigning tickets.
    • Provide technical support service for incidents and requests.
    • Support incidents and requests escalated in person and via various online portals.
    • Work 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 resolution.
    • Take part in 24x5 Global Support shift availability.
    • Manage user on and off-boarding process.
    • Set up new equipment and install software.
    • Set up meeting rooms and ensure functionality of video conferencing.
    • Prioritize support tickets and provide efficient customer service.
    • Build strong relationships with all areas of the business.
    • Represent the Service Desk and the company through direct contact with internal customers and suppliers.
    • Regular 1 to 1's with the department head to maintain a high level of service.
    Requirements


    • Previous global service desk/help desk experience.
    • Tech savvy with 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.
    • Proven M365 skills.
    • 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.
    Key Skills Needed


    • Previous global service desk/help desk experience
    • Tech savvy
    • ITIL knowledge
    • Diagnosing and troubleshooting technical issues
    • Windows/Mac OS troubleshooting skills
    • M365 skills
    • Microsoft Intune/Autopilot, Azure AD, SharePoint, On Prem Active Directory knowledge
    • Mobile support for iOS/Android OS
    • Mobile MDM support software knowledge
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