Service Desk Analyst

hace 4 semanas

Xico, México Damco Spain Sl A tiempo completo

About the Role

We are seeking a highly skilled and motivated Service Desk Analyst to join our 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 issues.

Key Responsibilities

  • Provide technical support and assistance for all technology-related issues, including break/fix assistance, password and access assistance, and escalation of high-priority incidents.
  • Work and collaborate with global teams, employees of Maersk, and different technology and engineering teams to restore service and/or identify problems.
  • Maintain an accurate and up-to-date log of each incident that is reported, including the category/type of incident.
  • Organise and prioritise 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 – keeping 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 organisational 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 logistics company that values diversity and inclusion in the workplace. We are committed to creating a work environment that is respectful, fair, and free from discrimination. We welcome applicants from diverse backgrounds and are an equal opportunities employer.

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