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Associate Service Desk Analyst
hace 2 meses
About the Role
We are seeking a highly skilled and motivated Service Desk Analyst to join our Technology Support team at Damco Spain SL. As a Service Desk Analyst, you will be the first point of contact for our customers and employees, providing technical support and assistance for all technology-related activities and initiatives.
Key Responsibilities
- Provide technical support and assistance for all technology-related activities and initiatives.
- Break/fix assistance for all technology issues, including password and access assistance, as well as escalation of high-priority incidents, including server and network escalations.
- Work and collaborate with global teams, employees of Damco Spain SL, and different technology and engineering teams to restore service and/or identify problems.
- Incident logging and categorization - maintain an accurate and up-to-date log of each incident that is reported, including the category/type of incident.
- Organize and prioritize tickets based on the level of disruption that they cause.
- Escalate incidents and service requests that cannot be resolved within agreed timescales or need technical escalation in line with the SOP (Standard Operating Procedures).
- Communicate with users - keep them informed of incident and service request progress.
- Conduct customer/user satisfaction call-backs/surveys as agreed, including deep dive analysis on dissatisfied survey responses.
Requirements
- Degree in Technology, Computer Science, Information Systems, or similar.
- Working experience in a Technology Performance Analysis and End-User Support role.
- Strong understanding of operating systems, software, and devices.
- Knowledge of Information Technology Infrastructure Library (ITIL) practices preferred.
- Strong collaboration, communication, and interpersonal skills in a customer service setting.
- Exceptional analytical and problem-solving skills.
- Excellent organizational and time management skills.
- Knowledge in ITSM tools, customer relationship management (CRM), and task management software would be desirable.
About Us
Damco Spain SL is a leading provider of logistics and supply chain solutions. We value diversity and strive to create an inclusive work environment that fosters growth and development for our employees. We are committed to providing our customers with exceptional service and support, and we are seeking a highly skilled and motivated Service Desk Analyst to join our team.
