Role purpose:
To manage IT Spain Service Desk support: All ES OPCO support -Handling the
following service desk's tasks for the Service Owner's department via REMEDY
including Problem Management, Incident Management, Change Management and
Service Requests as well as interface with Spain market customers also SPOC
between IT teams and business teams, and to act as the 1st level of escalation
for the technical support teams.
Key accountabilities and decision ownership:
o Ensuring Service Level Targets / Service Level Objectives within the SLA is
met.
o Measuring and Service Level Reporting for IT Services.
o Own and manage the relationship with all users by resolving calls
effectively and efficiently
o Ensure service level agreements are met and maintained.
o Liaise with the second line of support to resolve reported incidents &
enquiries.
Core competencies, knowledge, and experience:
* Very good knowledge of Microsoft products for both operating system and office automation applications
* Good networking knowledge in TCP/IP environment. Proffered to be CCNA Certified.
* Good knowledge on the PC hardware and periphery products (i.e., scanner and printer) skills
* Excellent knowledge and experience of Technical & Business.
* Vendor management & road map following.
* Excellent stakeholder engagement
* Very high level of communication skills
Language requirements:
* Specific Local Market Language Requirement Spanish C1 or C2
* English (B2 or above)
Must have technical / professional qualifications:
Has supported an enterprise environment that included:
* Engineering or Computer Science Graduate
* 3+ years of experience in IT Support.
* A minimum certification from Microsoft on two main products (MCP's). Preferred to be MCSA Certified.
* Able to work independently in a highly dynamic environment with strong analytical skills, organized, self-motivation in addition to having excellent communications, reporting and Presentation skills.
* Ability to deliver challenging targets in a dynamic market environment with a full understanding of customer demands/needs and flexibility to exceed customers' expectations.
* Demonstrated leadership and organizational skills with cross-functional teams.
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