EMEA Service Desk Analyst - French or Italian Barcelona

Descripción de la oferta

Duración de la oferta: hasta el 02/01/2019.

Funciones

Great EMEA Service Desk Analyst role within SSC


Description

* Call recording / logging in ticketing tool (Manage Engine Service Desk Plus - internally known as GSD)

 

 

 * Call analysis / identification/ handling and troubleshooting (most issues will require the ability to 'shadow' / connect to the customers desktop and navigate to understand the issue/request)

 

 

 * Call prioritization

 

 

 * Call escalation

 

 

 * Call resolving (if possible)

 

 

 * Call closing and confirmation with the user

 

 

 * Gathering of missing information concerning calls / incidents

 

 

 * Research of workarounds

 

 

 * Establishing and maintaining of a knowledge database for both, users and IT employees/specialists

 

 

 * Keep the customers updated concerning their calls/incidents/requests - including outages/maintenance of IT Services


Profile

Experience with Service logging tools, ITIL Foundation Certification, Thorough knowledge of Windows XP and 7, Citrix environment, including networking components, services and user profiles, A broad level of skills across PC hardware and software systems, Thin Client Terminals, Database Systems, Exchange, To be fluent in written and oral English and one or more of the following languages: French, Spanish, Italian or German, Usage of Remote Desktop Tools, 12 months + experience working within a service desk environment, Ability to handle demanding customers, Positive and enthusiastic attitude


Job Offer

Salary, bonus

Requisitos

*Call recording / logging in ticketing tool (Manage Engine Service Desk Plus - internally known as GSD) 
*Call analysis / identification/ handling and troubleshooting