This is a permanent full-time position in Spain reporting to the Service Desk Team Leader inside local IT department, in close collaboration with Group IT in Oslo.
A service desk analyst is an information technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. They also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise.
Service desk analysts need to balance creative and technical problem-solving, customer service, and collaboration to ensure that personnel throughout the organization can access and utilize the IT services they need for work.
Key responsibilities include:
Provide telephone-, email- and remote support and troubleshooting for internal IT customers.
Create a positive customer support experience while handling customers with a professional attitude and ensuring timely resolution or escalation to higher level of support.
Register incidents and create knowledge base articles including the troubleshooting steps taken, solutions and results in Jira Service Desk system and Confluence (Knowledge base)
Identify, troubleshoot and resolve technical issues and escalate to other support teams when necessary.
Take ownership of incidents and manage them in a logical and methodical manner. Follow up on status of problems on behalf of the user and communicate progress in a timely manner.
Create users and access rights on the approved systems as directed and in accordance with agreed policies
Support the deployment, monitoring, maintenance, development and upgrade of IT systems including physical IT assets, software and peripherals
Collaborate with manufacturers and third-party vendors for technical assistance
Provide user training in the use of IT systems as required
Work in a diverse, fast-paced environment with an ability to multitask and quickly adapt to frequent changes in workload, tasks, and priorities.
Provide input to initiatives and creative ideas to improve IT operations and IT value to customers.
We offer you:
Varied and exciting work with modern IT solutions
A dynamic and safe working environment in a company with strong international growth
Good opportunities for personal and professional development
Quick decisions and good opportunities to influence the way forward
Modern office premises with excellent working conditions at the Costa del Sol in Mijas
Opportunity for travel to our other offices in Europe
Preferred Qualifications and Experience
Excellent verbal and written communication skills
Excellent organizational skills
Customer focused and service oriented
Experience with Jira Service Desk preferred but not essential.
Experience with setup and troubleshooting skills of MS Windows 10, MS Office Suite, MS Intune, and basic Windows/Azure Active Directory issues is desired.
Experience with setup and troubleshooting skills on desktops, laptops, printers, smartphones, and IP phones is desired.General knowledge of basic network components and concepts desired.
Demonstrate the ability to quickly learn and understand new systems, applications, and devices.
ITIL Foundation Certification is a plus, but not required.
Personal character & traits:
You are service minded
You have a positive, outgoing and happy attitude and are socially competent
You are passionate about technology
You enjoy a fast paced environment and strive to deliver quicker and better than expected
You emphasize structure and quality and you are goal focused
You are a team player and also like independent work
You are solution oriented
Inclusive Workplace: Sector Alarm prioritizes the hiring of people with a certificate of at least 33% of disability.
- Idioma: Inglés (Excelente)
- Experiencia: Menos de un año
- Formación Mínima: FP1
- Nivel Profesional: Empleado
- Tipo contrato: Indefinido
- Jornada: Jornada completa
- Salario: 18.000€ - 18.000 € Bruto/año
- Incentivos: Desayuno comida incluido en el salario
- Otras Provincias: Almería, Barcelona, Granada, Madrid y Sevilla