O-57 Service desk technician, Valencia

O-57 Service desk technician, Valencia

12 mar
|
Acerca Consulting
|
Valencia

12 mar

Acerca Consulting

Valencia

Service desk technician en Valencia

Depending on the level of experience, the Service Desk technician duties will include any of the following:

Performing Service Desk activities as defined in the applicable Service Level Agreements and related Operating Level Agreements. This includes:

oLogging service calls and emails from endusers and system events as per established Standard Operating Procedures

oProcessing Work Orders assigned to the team

oPrioritising and analysing user issues according to established Standard Operating Procedures

oAttempting onthespot issue resolution by providing quick overthephone responses to routine queries and incidents for standard hardware and applications



oManaging the efficient resolution of calls by investigating, resolving and/or escalating assigned work orders in line with agreed OLAs and SLAs

oProviding onsite support where it is not possible to resolve user issues remotely

Supporting audio and video equipment in conference rooms

Providing enduser training where required

Contributing to Knowledge sharing by providing training to other members of staff and updating the Knowledge Base

Ensure seamless handover of work across shifts and time zones where applicable

Contributing to Knowledge sharing by providing training to other members of staff and updating the Knowledge Base

Other duties may be assigned as needed

Education and Experience

Essential:

Degree or Diploma in Information Technology or graduation from secondary school supplemented by specialised training in IT

At least 3 years experience working within an ICT Service Desk or other customer facing support role

Experience with supporting Windows 10 and Office 365

Basic knowledge of networking

Basic knowledge of remote assistance tools

At least 2 years experience supporting hardware including desktops, laptops, printers, mobile devices

At least one years experience working with Helpdesk ticketing/call logging systems

Desirable:

Basic knowledge of networking

Basic knowledge of remote assistance tools

Knowledge of ITIL with at least 1 year practical experience working within the Incident and Request Fulfillment

Industry technical certifications including Sharepoint, Microsoft Certified Professional

HDI certification

ISO20000 Foundation level certificate

ITIL Foundation certificate

ISO/IEC 27001 certificate

At least one years experience working within a global or culturally diverse environment.

Languages

Excellent knowledge of English is required

Working knowledge of French or Spanish is highly desirable.

office 365, ITIL,

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