Spanish Global Service Desk Analyst [ref 61300]

Description

The Service Desk Agent (SDA) in the Follow-the-Sun (FTS) Model will provide technical support and assistance to internal customers located across different time zones. The role involves working in a shift-based environment to ensure 24/7 coverage, providing high-quality customer service, and resolving technical issues related to desktops, laptops, mobile devices, and peripherals in a timely and efficient manner.

The SDA will possess an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems ranging from simple to more complexed technical issues. The SDA will also support a range of administration duties to execute systems access, password rests and service requests.

What you bring to the role: 

• Act as the initial point of contact and provide technical assistance and support to internal associates via phone, email, chat, or other approved communication channels.
• Ensure timely and accurate resolution of technical issues or service requests related to desktops, laptops, mobile devices, and peripherals, access provisioning and user administration in accordance with defined service level agreements (SLAs).
• Identify, troubleshoot, and resolve incidents related to the internal customer context.
• Install, configure, and maintain desktop applications, operating systems, and patches as needed.
• Document and escalate complex technical issues to the appropriate team or higher-level support staff for resolution.
• Maintain accurate and up-to-date records of customer interactions and service requests using the organization's ticketing or incident management system.
• Follow standard operating procedures (SOPs), guidelines, and policies related to desktop support operations and information security.
• Participate in knowledge management and contribute to the development of knowledge articles, FAQs, and other technical documentation.
• Collaborate with other IT teams and support staff to ensure timely resolution of issues and effective communication with internal customers.
• Must be able to work in a multiple shift support environment and interact with customers from various countries.
• Strong support queue management discipline to ensure that all tickets are up to date and to help others if necessary.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• Execute service request tasks such as granting system access, password resets and other task.
• 2 years previous IT Service Desk and/or Call Centre experience preferable but not essential.
• Possess a “delighted” customer focus.
• Excellent communication and written skills to communicate complex technical information toward non-technical audiences.
• People skills necessary to support non-technical profiles in problem solving processes.
• Strong technical knowledge and experience in troubleshooting and resolving hardware, software, and network-related issues related to desktops, laptops, mobile devices, and peripherals.
• Experience with service desk software primarily ServiceNow.
• Experience with Microsoft Office Suite, Windows operating systems, and desktop applications.
• Familiarity with desktop imaging, deployment, and management tools such as SCCM or Intune.
• Ability to work in a shift-based environment and provide 24/7 coverage as needed.
• Experience with remote desktop tools and video conferencing platforms is desirable.
• ITIL certification or familiarity with ITIL best practices is a plus.
• Ability to work independently and as part of a team, with a positive attitude and willingness to learn and adapt to changing technologies and processes.
• Full professional proficiency in the Spanish language is required.