Service Desk Analyst - French or Italian Speaker Barcelona (Barcelona)

Descripción de la oferta

Duración de la oferta: hasta el 08/02/2023.

Funciones

Are you looking for a place to grow your career that will inspire and challenge you? Then the PageGroup Barcelona Shared Services Centre (SSC), serving Michael Page, Page Personnel, Page Executive and Page Outsourcing, is the place for you At the heart of our business are the thousands of people's lives we change, the outstanding service we provide to our clients and candidates and the exciting opportunities within our offices all over the world.

 * 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 proactively 
 * 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 feedback 
 * Take initiative by proposing improvements, workarounds, solutions 
 * Ensure the correct application of internal processes for each country and full troubleshooting is always documented 
 * 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 
 * Enable teamwork by collaborating with your colleagues across GTS 
 * Proactively enable teamwork by collaborating and sharing information with your colleagues across GTS.

Requisitos

 * 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

Se ofrece

Food voucher, bonus, private health insurance, central location and hybrid