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Global Service Desk Analyst

Job category:  Information Technology
Work location:  Office Based
Office location: 

Granada, ES

Contract type:  Permanent
Job type:  Employee

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Mainly Tasks: 

  

Perform daily and weekly tasks such as reports, system checks, etc. 

 

  • 1st Line support, reporting, prioritising, analysing and resolving faults to resolution. 
  • Escalate faults to 2nd line Support or Management if further assistance is required. 
  • User account management:  Active Directory, RSA, Service Now ticketing tool
  • Resolve tickets assigned according to SLA’s and escalation procedures. 
  • Troubleshoot reported issues and escalate if needed   
  • Diagnose and resolve software application issues accordingly to available procedures and methodology. 
  • Ensure accurate documentation is maintained 

  

Secondary: 

  • When relevant create Documentation and technical notes. 
  • Share added value information with direct colleagues 
  • Proactively keep informed of latest technology trends.

  

Skills 

 

Good infrastructure administration skills integrating networking, systems & monitoring solutions, coupled with software & general IT maintenance skills. 

You will need to have proven capability of supporting software and application technical problems. 

  

Following is required: 

  • Windows Server experience. 
  • Network essentials. 
  • Any prior experience in IT support or inbound support call centre would be an advantage 

  

Essential 

 

Ability to communicate fluently in English and Spanish (verbally and written) technical information to all levels. 

IT support experience, with previous skills in supporting applications. 

A positive personality and excellent communication skills, both written and oral, are the key attributes as is the willingness to continue to learn 

Problem-solving skills 

Energetic and friendly, upbeat telephone personality, positive “can-do” attitude 

Ability to quickly learn new applications and technologies 

Team player in an international environment. 

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