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18235 | Service Desk Technician | Valencia

Valencia, Valencia
How can IT accelerate your career? This is the question that drives us.
Firstly, because we recruit the best professionals and that's why we want you on our team. The success of Decskill is built from the inside out, with talented employees and constant evolution, with innovative aspirations and a commitment to make a difference.
The DNA of our team is: Dedication, Exigency, Commitment, Solutions, Know-how, innovation, longevity and loyalty.
Decskill, a company of DECSIS group, operates in both national and international markets, with offices in Lisbon, Oporto, Évora and Coruña.
We provide specialized services in the following areas: Competence Centre, Outsourcing, Managed Services & Data Centre.
 
We are searching for a Service Desk Technician to work in Valencia, Spain.
 
Responsibilities:
  • Performing Service Desk activities as defined in the applicable Service Level Agreements and related Operating Level Agreements. This includes:
  • Logging service calls and emails from end-users and system events as per established Standard Operating Procedures 
  • Processing Work Orders assigned to the team
  • Prioritising and analysing user issues according to established Standard Operating Procedures
  • Attempting on-the-spot issue resolution by providing quick over-the-phone responses to routine queries and incidents for standard hardware and applications
  • Managing the efficient resolution of calls by investigating, resolving and/or escalating assigned work orders in line with agreed OLAs and SLAs
  • Providing onsite support where it is not possible to resolve user issues remotely
  • Supporting audio and video equipment in conference rooms
  • Providing end-user training where required
  • Contributing to Knowledge sharing by providing training to other members of staff and updating the Knowledge Base 
  • Ensure seamless hand-over 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 
  
Skills:
  • 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
  • At least 2 years’ experience supporting hardware including desktops, laptops, printers, mobile devices
  • At least one year’s experience working with Helpdesk ticketing/call logging systems
  • Knowledge of  ITIL with at least 1 year practical experience working within the Incident and Request Fulfillment (desirable)
  • At least one year’s experience working within a global or culturally diverse environment (desirable)
  • Excellent knowledge of English is required
  • Working knowledge of French or Spanish is highly desirable.
 
 If you are interested in this job, please send your CV in English.
 
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