IT Service Desk Analyst with Italian
The role endeavors to promptly resolve problems, troubleshoot and escalate while assisting the broader team in providing a stable, effective IT service to the business. The GTS analyst is part of a team ensuring the delivery of quality service and support in their day-to-day duties.

All GTS Analysts are responsible for contributing to and executing GTS processes as agreed by the Global Service Delivery Community. Further to these tasks there is an onus on this role to be a font of knowledge and an ambassador for best practice. Aside from being actively involved in the busy BAU of the GTS, there is an expectation that this role will be accountable for certain ad hoc tasks related to process improvement, training and identification of knowledge and process gaps, these will often be expected to be completed in parallel to daily tasks

Primary Responsibilities:

Global Technology support competencies:
Collaborate with Management and take strong ownership on tasks projects committed
Proactively identify gaps and propose continuous improvement




Optimize manual tasks wherever possible
Take initiative by proposing improvements, workarounds and solutions
Freely engage other IT teams and proactively deal with second level and stakeholders when needed
Take proactive actions to build team credibility and customer satisfaction
Ability to handle demanding customers and communicate at all levels including Executive Board Level
Ability to prioritize workload effectively while ensuring quality results and keep track of progress
Be cross-trained and up to date within the same region projects, processes and backlog
Ensure (phone and chat) availability and coverage within working hours and willing to extend the working hours during peak times and exceptionally busy periods or major issues when needed.
Independently maintain a profound knowledge of our full Global scope.

The General Technology Support is operational during the following hours: Monday

📌 IT Service Desk Analyst with Italian, hibrido (Barcelona)
🏢 Michael Page
📍 Barcelona