6.013 Ofertas de Service Desk en España

The Business Innovation Consulting Group (BICG)

BICG is a union of talent from various disciplines applied to think, design, and implement the Company Experience in organizations.

We are economists, journalists, psychologists, sociologists, mathematicians, computer scientists, engineers, architects, biologists, artists, publicists, and more. We have formed a multidisciplinary creative team united by a common goal: the pursuit of excellence in every project, regardless of the challenge involved.

We are currently looking for an IT Helpdesk Support & System Administrator to join our international team based in Madrid!

Responsibilities

• User support and setup of computers in PC and MAC environments.
• Setup and support of smartphones and tablets, both Android and iOS.
• Hardware and software inventory management.
• Network management.
• Coordination with technical suppliers (Microsoft, Dell, Canon, Apple, among others).
• Assisting with facilities tasks.

Qualifications

• At least 1 year of experience in Helpdesk or MS Office 365 administration.
• Languages: Spanish and English (professional level).
• Generosity, autonomy, and a can-do attitude.
• Proactive and hands-on approach.
• Ability to be both a thinker and a doer.
• MCSA Office 365 certification or similar, and proficiency in MS Excel are valued.

What We Offer

• Permanent contract with a 6-month trial period.
• Diverse and exciting projects within a fun, international, and established company with over 20 years of experience in modern work strategies and company experience.
• Join a team with an international mindset and start-up spirit.
• An open culture with flat hierarchies and direct communication among professionals.
• Self-responsible work with opportunities to contribute ideas and creativity.
• A supportive community where everyone finds their place and mutual care is prioritized.
• Flexible working hours to accommodate personal and team needs.
• Provided laptop and the possibility to work remotely.
• Beautiful office near Cuzco.
• Additional benefits such as extra days off during Christmas and Easter, company events, and tax advantages through our Flexible Compensation platform.

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NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

We are looking for new members to join our Service Desk team. Do you thrive when confronted with IT problems that require logical troubleshooting and are able to follow functional procedures to detail? Do you share your knowledge and communicate effectively with your colleagues (either in-person or via online collaboration tools), always working towards the success of the team as a whole?

Working at NTT Key Duties

• Accurately log all incoming calls to the service desk
• Ensure that information is accurately recorded in the service management tool
• Ensure that incidents are assigned to the correct resolver team
• Coordinate with relevant teams to ensure that service outages are correctly communicated to the business or affected users
• Provide basic remote assistance and training to end-users as required
• Contribute to the knowledge base
• Plan and prioritize work to ensure that deadlines and targets are met
• Develop and maintain knowledge and skills and keep up-to-date with new processes, procedures and developments
• Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
• Conform to organizational quality standards

This is not a full definition of the role but covers the main aspects and drivers for success.

What will make you a good fit for the role? Essential

• Fluent in German / French / Italian / Finnish / Polish / Russian + English
• Strong understanding of Internet-based technologies and technical concepts, necessary for troubleshooting
• Solid analytical, critical and creative problem-solving skills
• Excellent communication skills (verbal and written) and telephone manner
• Attention to detail and ability to follow and memorize procedures
• Ability to make progress with minimal supervision
• Ability to work consistently in a dynamic and sometimes high-pressure environment
• Team Player

Desirable

• At least 1 year of experience in a Service Desk role or similar qualification
• ServiceNow knowledge or experience with other ticketing tools

Schedule

Monday-Friday, business hours. Requires work on some Spanish bank holidays.

Here is a sample of what we have to offer for full-time permanent employees:

• Annual Bonus and Salary review program based on performance
• Personal and individual career plan
• Pension plan based on 5% of salary after one year of seniority
• Opportunity to reduce up to 30% of income tax with a flexible remuneration plan (Transport, Food, Nursing)
• Referral program with economic compensation
• Inspiring Benefits club

NTT values the human side of its employees and supports their work-life balance:

• Fully remote working option, with financial support for home office setup
• Flexible working hours
• Intensive shift: two days early per month
• December 24 and 31 off, according to business and team guidance
• Loved ones programme

NTT is committed to the health, both physical and mental, of its employees:

• Premium private medical insurance (CIGNA) and Dental Cover
• Reimbursements for gyms (36.30 euros). Sports activities for employees.

NTT encourages career development by providing:

• Paid certifications and courses, including LinkedIn Learning, Percipio, Pink Elephant, and in-house courses
• Study leave programme: 80 hours per year
• English classes if required

We promote a good work atmosphere with:

• Global environment with growth opportunities, diversity, and inclusion
• Volunteer days (3 per year)
• Great place to work certification, good office facilities including coffee, snacks, and parking
• Healthy breakfast

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En IRIUM nos preocupamos porque no dejes de perseguir tus sueños. Prepárate para conquistar tus metas, y ten siempre presente disfrutar del camino.

Estamos buscando un SERVICE DESK JUNIOR para proyecto estable.

¿Qué buscamos?

• 1 año o sin experiencia con mucho entusiasmo por aprender
• Conocimientos en herramientas del Suite de Microsoft
• Titulación: Ciclo Formativo de Grado Superior o Medio de Administración de Sistemas Informáticos o equivalente
• Ganas de aprender
• Proactivo
• Inglés intermedio hablado y escrito avanzado

¿Qué harás?

• Homologación Software: Análisis de requisitos, obtención del software, diseño y desarrollo de scripts con PowerShell, testeo y confirmación, documentación técnica y de uso.
• Homologación Hardware: Análisis de requisitos, obtención del hardware, implementación de drivers en la plantilla corporativa, testeo y confirmación, diseño de documentación técnica.
• Administración nivel 1 de Microsoft System Center Configuration Manager.
• Administración y gestión de objetos de Active Directory.

¿Qué ofrecemos?

• Lugar de trabajo: Madrid
• Modalidad de trabajo: Híbrido (60% presencialidad)
• Retribución flexible (restaurante, transporte y guardería)
• 23 días de vacaciones
• Buen clima laboral
• Acceso ilimitado a formación tecnológica puntera en modalidad barra libre
• Club de beneficios para empleados con descuentos en marcas, hoteles, agencias de viaje, cines, ropa, y más
• Banda salarial: 12K Bruto anual

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IPC is a fintech company that focuses on the human element. With a global presence, we support local markets with our advanced cloud-based trading communications and managed connectivity solutions.

Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

Join a team that is dedicated to delivering groundbreaking products and making a significant impact on our clients' success.

TITLE: Service Desk Analyst

DEPARTMENT: Network Services - Global Services and Support

REPORTING TO: Manager, GSOC

LOCATION: Madrid, Spain

JOB TYPE: Full- Time, Permanent, Hybrid

POSITION SUMMARY

Our Service professionals are focused on client care and monitor our clients' voice, electronic communications and trading infrastructure throughout the day and night. Our global service operation (GSOC) located in London, New York, Singapore and Kuala Lumpur operates a seamless and consistent follow the sun support approach, to ensure round the clock availability to our clients. Our Service professionals strive to go beyond client expectations, building unique relationships with each client. The GSOCs 24/7 service center is extended by highly skilled technical support personnel located in principle financial centers across the globe, enabling local support in local language for end-to-end service level consistency.

Rotating schedule to allow the Global GSOC to operate 24 x 7. Individual hours to be agreed with GSOC Global Vice President subject to business coverage requirements.

RESPONSIBILITIES

• Provide first line diagnostics and Tier 1 troubleshooting technical support to IPC clients via various communication channels, including but not limited to: telephone, email or web.
• Open Incident, Change Request and Service Request tickets and manage throughout the ticket lifecycle.
• Ensure that tickets and clients are updated per defined intervals, as documented within IPC Incident lifecycle procedures.
• Log all troubleshooting steps and statistics in the IPC ticketing system.
• Dispatch cases to Tier 2 in a timely manner for additional investigation when appropriate.
• Escalate incidents to first level escalation following the defined escalation process.
• Work with telecommunications and service providers globally to ensure timely fault resolution and escalating within our providers when necessary.
• Monitor network performance across a variety of platforms and proactively manage related event notifications.
• Liaise closely with Tier 2 and other IPC engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.
• Produce reports – e.g. major outages, fault resolution, statistics, etc.
• Document new process and procedures as and when required.
• Identify areas for improvement and communicate these clearly and professionally to the management team.

Desirable Experience/Skills/Qualifications

Essential:

• Client service professional with proven Service Desk experience (minimum 2 years).
• Commitment to service excellence with the ability to work in a fast-paced, multi-tasking, team environment.
• Cisco qualification (CCNA or better), or other relevant industry standard certification.
• Demonstrable experience supporting and troubleshooting a managed extranet service (or similar).
• Demonstrable experience of fault isolation and troubleshooting within an MPLS environment.
• Varied exposure to Internet technologies and platforms.
• Networking fundamentals knowledge LAN/WAN, Routing, Switching etc.
• Knowledge of Trading and Compliance Platforms
• Working knowledge of industry standard ticketing tools including: Remedy, Service Now etc.
• Working knowledge of industry standard proactive alarm monitoring tools.
• Excellent oral and written communications skills in English.
• Strong work ethic and an energetic, influential, and diplomatic work style.
• Ability to provide shift cover as part of the GSOC team roster and which will include weekends and public holidays.

Desirable:

• Bachelor's Degree or equivalent work experience.
• Experience in 'translating' technical information into business appropriate language.
• Strong technical acumen with ability to learn and be able to provide immediate solutions.
• Knowledge of global financial markets and market data products.
• Experience in Financial Services network environments with knowledge of trading voice equipment desirable.
• Working knowledge of Business Objects or similar reporting tool.
• Bi/ Multi-lingual (Asian regional languages preferred).
• Spanish preferred.

PLEASE SUBMIT YOUR CV IN ENGLISH.

What's in It for You?

At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees.

In addition to a collaborative, high-performing team environment, we're pleased to offer competitive benefits, including:

• Competitive compensation
• Private Health Insurance + Sodexo Transport Pass + Sodexo Restaurant Pass
• Additional Time off for Charity Work and Volunteering
• Tuition Reimbursement
• Certification Bonus Program
• Access to "IPC University" our Internal E-Learning Platform
• Access to LinkedIn Learning
• Structured Onboarding Training and Peer Mentor Support
• Wellness Program
• Employee Referral Scheme

Further information about your benefits will be provided during your onboarding process.

Additional Information:

At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs.

Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.

IPC's Work Culture:

The IPC work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made IPC what it is today.

Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness.

We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence. Our people have continued to deliver ground-breaking solutions to our clients for over 50 years.

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Are you a Service Desk Agent seeking a new interesting challenge?

If your answer is yes, it’s your lucky day so keep reading, it can be just what you're looking for!

WHAT WILL YOU DO?

We are looking for a dynamic, proactive and talented person to join our team and perform the following tasks:

• Provide troubleshooting and support through emails, live chat, calls in both Spanish and English Language
• Work according to procedures and perform periodic tasks in an efficient and organized manner
• Resolve incidents and service requests using ticketing tools such as ServiceNow
• Escalate issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs
• Friendly and polite treatment to support standard technical quieries

WHAT ARE WE LOOKING FOR IN YOU?

• Bachelor's degree in a related field or equivalent work experience
• 2 years of experience in similar roles
• Native Spanish Language
• Advanced English Language
• IT and basic networking knowledge (highly valued)
• Knowledge and experience working with ServiceNow
• Knowledge of ITIL Framework
• Great communicational skills both oral and written in Spanish and English
• Motivated and used to work in a team

WHERE AND WHEN?

• Work Schedule: 24x7 rotating shifts

WHAT CAN WE OFFER YOU?

• Permanent contract - We offer indefinite contracts from the first day.
• Pay and benefits - Competitive salary and a flexible compensation plan adapted to your needs (Ticket restaurant plan, Childcare Ticket, Transport Ticket and Health Insurance).
• Opportunity knocks - Being a part of a growing company, we want to support your path with a career development plan and annual performance-based compensation reviews.
• Learn as you grow - Starting with a fantastic onboarding program, TCS has robust learning platforms that will allow you to learn and grow personal as professionally.
• Bring your buddy - If you have referred a friend for an open position under the BYB Scheme and she/he is hired you’ll receive a very attractive cash award.
• Connect globally - Work with people from all over the world. You can feel the multicultural workforce.
• Benefit from being a TCSer – By being part of the TCS Spain family you can enjoy benefits, offers and corporate discounts on the best brands.
• And so on - Appreciations, incentives, Team Building activities, diversity and inclusion programs, sustainability activities, corporative events. This has only just begun!

WHO ARE WE?

Tata Consultancy Services (TCS) is an Information Technology (IT) company founded in 1968 as part of the Indian Tata Group and is one of the top 3 technology companies globally

With a presence in 55 countries and more than 615,000 employees, TCS is considered one of the 10 best companies to work for worldwide in 2024 according to the Top Employers Institute

TCS Spain started operations in 2001 and currently has a diverse workforce that collaborates with the main Spanish and multinational companies

TCS Spain has been certified as a Top Employer 2024 and has also been chosen as one of the 100 Best Companies to Work for in Spain in 2023 according to Forbes

Among the portfolio of services, TCS has information technology services, asset-based solutions, global consulting, engineering and industrial services, digital solutions and services, application maintenance and development, quality assurance and testing services, IT infrastructure and BPS

Responsible for development, TCS Spain is committed to inclusion, diversity and sustainability, and promotes flexibility policies that support wellbeing and work-life balance

#J-18808-Ljbffr

En IRIUM nos preocupamos porque no dejes de perseguir tus sueños. Prepárate para conquistar tus metas, y ten siempre presente disfrutar del camino.

Estamos buscando un SERVICE DESK JUNIOR para proyecto estable.

¿Qué buscamos?

• 1 año o sin experiencia con mucho entusiasmo por aprender
• Conocimientos en herramientas del Suite de Microsoft
• Titulación: Ciclo Formativo de Grado Superior o Medio de Administración de Sistemas Informáticos o equivalente
• Ganas de aprender
• Proactivo
• Inglés intermedio hablado y escrito avanzado

¿Qué harás?

• Homologación Software: Análisis de requisitos, obtención del software, diseño y desarrollo de scripts con PowerShell, testeo y confirmación, documentación técnica y de uso.
• Homologación Hardware: Análisis de requisitos, obtención del hardware, implementación de drivers en la plantilla corporativa, testeo y confirmación, diseño de documentación técnica.
• Administración nivel 1 de Microsoft System Center Configuration Manager.
• Administración y gestión de objetos de Active Directory.

¿Qué ofrecemos?

• Lugar de trabajo: Madrid
• Modalidad de trabajo: Híbrido (60% presencialidad)
• Retribución flexible (restaurante, transporte y guardería)
• 23 días de vacaciones
• Buen clima laboral
• Acceso ilimitado a formación tecnológica puntera en modalidad barra libre
• Club de beneficios para empleados con descuentos en marcas, hoteles, agencias de viaje, cines, ropa, y más
• Banda salarial: 12K Bruto anual

#J-18808-Ljbffr

Social network you want to login/join with:

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

We are looking for new members to join our Service Desk team. Do you thrive when confronted with IT problems that require logical troubleshooting and are able to follow functional procedures to detail? Do you share your knowledge and communicate effectively with your colleagues (either in-person or via online collaboration tools), always working towards the success of the team as a whole?

Working at NTT Key Duties

• Accurately log all incoming calls to the service desk
• Ensure that information is accurately recorded in the service management tool
• Ensure that incidents are assigned to the correct resolver team
• Coordinate with relevant teams to ensure that service outages are correctly communicated to the business or affected users
• Provide basic remote assistance and training to end-users as required
• Contribute to the knowledge base
• Plan and prioritize work to ensure that deadlines and targets are met
• Develop and maintain knowledge and skills and keep up-to-date with new processes, procedures and developments
• Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
• Conform to organizational quality standards

This is not a full definition of the role but covers the main aspects and drivers for success.

What will make you a good fit for the role? Essential

• Fluent in German / French / Italian / Finnish / Polish / Russian + English
• Strong understanding of Internet-based technologies and technical concepts, necessary for troubleshooting
• Solid analytical, critical and creative problem-solving skills
• Excellent communication skills (verbal and written) and telephone manner
• Attention to detail and ability to follow and memorize procedures
• Ability to make progress with minimal supervision
• Ability to work consistently in a dynamic and sometimes high-pressure environment
• Team Player

Desirable

• At least 1 year of experience in a Service Desk role or similar qualification
• ServiceNow knowledge or experience with other ticketing tools

Schedule

Monday-Friday, business hours. Requires work on some Spanish bank holidays.

Here is a sample of what we have to offer for full-time permanent employees:

• Annual Bonus and Salary review program based on performance
• Personal and individual career plan
• Pension plan based on 5% of salary after one year of seniority
• Opportunity to reduce up to 30% of income tax with a flexible remuneration plan (Transport, Food, Nursing)
• Referral program with economic compensation
• Inspiring Benefits club

NTT values the human side of its employees and supports their work-life balance:

• Fully remote working option, with financial support for home office setup
• Flexible working hours
• Intensive shift: two days early per month
• December 24 and 31 off, according to business and team guidance
• Loved ones programme

NTT is committed to the health, both physical and mental, of its employees:

• Premium private medical insurance (CIGNA) and Dental Cover
• Reimbursements for gyms (36.30 euros). Sports activities for employees.

NTT encourages career development by providing:

• Paid certifications and courses, including LinkedIn Learning, Percipio, Pink Elephant, and in-house courses
• Study leave programme: 80 hours per year
• English classes if required

We promote a good work atmosphere with:

• Global environment with growth opportunities, diversity, and inclusion
• Volunteer days (3 per year)
• Great place to work certification, good office facilities including coffee, snacks, and parking
• Healthy breakfast

#J-18808-Ljbffr

Join to apply for the
Service Desk Technician (CAU)
role at
WatchGuard Technologies17 hours ago Be among the first 25 applicantsJoin to apply for the
Service Desk Technician (CAU)
role at
WatchGuard TechnologiesGet AI-powered advice on this job and more exclusive features.WatchGuard embraces a Flexible Work Philosophy. Most of our employees can choose to work from the office, at home, or any combination of the two. We’ve built a global workforce of outstanding team members and a flexible culture built on trust, collaboration, and belonging.
About The Role
The role of the Service Desk Technician can be both challenging and rewarding. This role requires a strong attention to detail, along with business acumen, interpersonal skills, and a passion for outstanding customer support. We are an important cog in the onboarding process as well as the exit process. We also support our staff on technical issues ensuring they can perform their jobs. As a Service Desk Technician our job is to also ensure that employees stay current on patches as well as endpoints.
The Team
As a small team one of the most important aspects of the role is to be able to communicate with our teammates. We really value teamwork and must be able to rely on each other. We support the WatchGuard organization through a variety of channels. We have Zendesk as our ticketing system. Employees can either submit tickets via email or a web portal. The tools we use for remote support are WG Systems Management, GoTo Assist and Microsoft Teams. We also ensure employees have access to the tools needed to do their job so some of the technologies we support are:
Office 365 suiteAdobe SuiteKandji to manage our fleet of MacsAtlassian stackFuze and Vonage for telephony and many moreSmart Deploy, automox, WG system managerWG Endpoints
We are looking for candidates that:
Are native Spanish speakers or at least with C1 level.Have fluency in English, both spoken and written, with a desired level of C1 or at least B2.A minimum of Vocational Training, Intermediate Level (VET) in Computer Science is required. A Certificate of Higher Education (CHE) or equivalent is preferred.Are a people person and are driven to solve problems with a strong attention to detail.Directly contribute to raising customer productivity by providing solutions to internal customer requests.Enjoy working in a collaborative environment, value mentorship, and can balance priorities.Have proven experience in configuring and troubleshooting desktop, laptop, mac, windows and other IT systems.Make an impact on all new employee onboarding.Have a desire to constantly learn new technologies and processes.Think on your feet in supporting and collaborating with customers and team members.Be curious and ask questions. We love questions.Bring your ideas, thoughts, and desire to get better.
Your first month
Get direct exposure to all the tools we use and start the training and learning process.Learn how to install, configure, and troubleshoot our authentication and endpoint products.After week one, you will start to delve into tickets and continue on your learning journey.Start building internal relationships with customers and team members as well as key stakeholders.Continue to work with your manager and mentor to become familiar with our process and support.We won’t be surprised that you start pointing out areas of improvement as you start knowing our processes.
Why Work for WatchGuard?
WatchGuard is a global leader in network security and intelligence, advanced endpoint protection, multi-factor authentication, and secure Wi-Fi. Our award-winning products and services are trusted worldwide by more than 18,000 security resellers and service providers to protect over 250,000 customers. Our technology keeps our customers ahead of increasingly sophisticated hackers and has fueled record revenues at WatchGuard.
We are committed to fostering an inclusive workplace that values each team member's unique background, experiences, and contributions. As part of our dedication to Diversity, Equity, and Inclusion (DEI), we prioritize creating an environment where all voices are heard and respected. We understand the importance of work-life balance and offer a range of caregiver support benefits, including parental leave, family care resources, and flexible work arrangements tailored to individual needs. Our flexible work options allow you to balance personal and professional priorities, empowering you to thrive in all areas of life while contributing meaningfully to our team's success. Learn more about our company culture at />WatchGuard provides equal employment opportunities for all qualified employees, regardless of their race, color, national origin, religion, ancestry, creed, pregnancy, age, sex, sexual orientation (including gender expression or identity), marital status, mental or physical disability, honorably discharged veteran or military status or any other category protected by federal, state or local laws.
WatchGuard participates in E-verify.
WatchGuard is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application procedures. Please let us know if you need assistance or accommodation due to a disability.Seniority level
Seniority level Entry levelEmployment type
Employment type Full-timeJob function
Job function Information TechnologyIndustries Computer and Network SecurityReferrals increase your chances of interviewing at WatchGuard Technologies by 2xGet notified about new Service Desk Technician jobs in
Bilbao, Basque Country, Spain .We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Para uno de nuestros clientes ubicados en Barcelona, seleccionamos dos Técnicos/as Service Desk, preferiblemente profesionales con titulación de, al menos, bachillerato o formación profesional de grado medio o equivalente relacionadas con Tecnologías de la Información y las Comunicaciones (TIC) o Informática. Buscamos un perfil que, además de castellano y catalán, pueda manejarse en inglés y otro en portugués.

Funciones

• Gestión, seguimiento y resolución de incidencias y peticiones técnicas.
• Atención y Gestión de usuario VIP.
• Registrar, validar y diagnosticar las solicitudes de los usuarios finales en todo el catálogo de productos y aplicaciones soportados en el cliente.
• Analizar y aplicar correctamente la prioridad de la incidencia y determinar la necesidad de volver a priorizar las incidencias según la nueva información proporcionada.
• Proporciona al usuario una solución a través de la recopilación de información (conexión remota) o bien escala al grupo de resolución correspondiente.
• Aplicar soluciones temporales (workarounds) para conocer el problema (las soluciones alternativas serán facilitadas por el 2º Nivel o los Equipos Técnicos).
• Gestionar las llamadas y la gestión de los casos y escalados dentro de los niveles de servicio acordados.
• Disponer del conocimiento (técnico y de gestión) para ofrecer una rápida resolución de la incidencia y profesional y según procedimientos definidos.
• Gestionar todos los casos e informa del estado al usuario final si procede.
• Realizar las tareas asignadas al grupo adaptándose a las necesidades del servicio.

Requisitos

• Sistemas Operativos

Windows, así como una comprensión básica de macOS.

• Aplicaciones de Oficina

Conocimiento en profundidad de Microsoft Office (Word, Excel, PowerPoint).

• Navegadores Web

Comprensión de los principales navegadores como Google Chrome y Microsoft, para abordar problemas de navegación y compatibilidad.

• Herramientas de Comunicación

Experiencia en Microsoft Teams, para resolver problemas de conexión y configuración.

• Antivirus y Seguridad

Conocimientos sobre software antivirus, firewalls y prácticas de seguridad, especialmente relacionadas con los productos de Microsoft.

• Hardware

Entendimiento de los conceptos básicos de hardware, incluyendo CPU, memoria RAM, discos duros, impresoras, escáneres y periféricos, para diagnosticar y solucionar problemas.

• Redes

Comprensión básica de redes, incluyendo direcciones IP, DHCP, DNS y problemas de conectividad, para resolver problemas relacionados con la red.

• Sistemas de Ticketing

Familiaridad con sistemas de gestión de tickets como ServiceNow, Jira Service Desk o Zendesk, para registrar, asignar y hacer seguimiento de los problemas reportados.

• Resolución de Problemas

Habilidades sólidas en resolución de problemas para identificar y solucionar problemas de manera efectiva, brindando un excelente servicio al cliente.

• Documentación y Base de Conocimientos

Mantenimiento de documentación actualizada y base de conocimientos para ayudar a los usuarios a resolver problemas comunes y facilitar la resolución rápida de problemas.

Qué ofrecemos

• Incorporación a una compañía líder a nivel internacional en servicios globales de IT, puntera en el sector y socialmente responsable.
• Formación en nuevas tecnologías y competencias a través de plataformas internas de formación.
• Contrato indefinido
• Seguro de vida y accidentes
• Modo de trabajo flexible