Company: TECEZE
Region: Pontevedra , Galicia
Role : Service Desk Analyst
Location : Madrid, Spain
Duration : 3 Months Contract Extendable
Key Responsibilities:
- Document and update internal procedures and user guides to ensure accurate information is available.
- Design, create, and maintain the Service Desk SharePoint.
- Maintain quality control of service desk interactions, ensuring high customer satisfaction.
- Escalate unresolved issues to appropriate teams while maintaining ownership of the user request.
- Follow up on cases escalated to the 3rd level.
- Assist in the preparation and delivery of training sessions for end users on common issues and tools.
- Conduct telephone onboarding for users in locations without an OSS team from INETUM.
- Support the Service Desk Coordinator by providing backup assistance as needed.
Qualifications:
- Experience in a service desk or customer support environment.
- Strong communication skills in English and Spanish, both written and spoken.
- Excellent communication skills, particularly in training and guiding employees.
- Ability to create clear and concise documentation.
- Excellent organizational skills with attention to detail.
- Strong attention to detail and quality assurance skills.
- Ability to multitask and prioritize tasks in a fast-paced environment.
- Customer service orientation, problem-solving skills and ability to handle high-pressure situations..
- Adaptability to changing technologies and processes.
- Proficiency in Service Now and SharePoint.
- Familiarity with O365 tools for collaboration and user support.
- Basic understanding of Active Directory for user account management.