Service Desk Agent

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Barcelona - España 07/04/2022

Descripción de la oferta de empleo

Perfil buscado (Hombre/Mujer)

Position Purpose:
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.Primary Responsibilities:
* 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
* 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 feedbackGTS Support Agent
* Take initiative by proposing improvements, workarounds, solutions
* Ensure the correct application of internal processes for each country and full troubleshooting is always
* 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
* Proactively enable teamwork by collaborating and sharing information with your colleagues across GTS
• Spanish is not required|Good opportunity to start a new challenge in a multicultural company

* 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

Competitive Salary, Bonus , Food Voucher, Life Insurance, Private Health Insurance, Multicultural, Career Progression

Otros detalles de la oferta

CVs inscritos en el proceso: 10

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Datos principales de la oferta
  • Barcelona - España
  • Helpdesk
  • Jornada completa
  • 3 años
  • Indefinido
    Tipo contrato
  • helpdesk

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