Service Desk Operations Specialist

hace 4 semanas

Xico, México Damco Spain Sl A tiempo completo

Job Summary

We are seeking a highly skilled Service Desk Operations Specialist to join our team at Damco Spain Sl. As a key member of our IT department, you will be responsible for providing exceptional support to our employees and customers, ensuring seamless technology operations and minimizing disruptions.

Key Responsibilities

  • Provide first-line technical support for all technology-related activities and initiatives, including guidance, assistance, and coordination on reported issues and problems.
  • Assist with break/fix activities, including password and access assistance, and escalate high-priority incidents to technical teams.
  • Collaborate with global teams, employees, and technology teams to restore service and identify problems.
  • Manage incident logging and categorization, maintaining accurate and up-to-date records of each incident.
  • Organize and prioritize tickets based on disruption level, providing first-line investigation and diagnosis into incidents.
  • Resolve incidents and service requests whenever possible, escalating those that require technical assistance.
  • Communicate with users, keeping them informed of incident and service request progress.
  • Closing resolved incidents, requests, and calls, and conducting customer/user satisfaction surveys.
  • Owning the Complaints and Escalations Process for Service Desk, following up with technical teams for resolution.
  • Interfacing with End User Onsite Support and operations, providing seamless end-user resolution.
  • Testing and analyzing technology system and software performance, resolving personnel technology queries.
  • Advising users on appropriate actions, researching solutions using internal resources.
  • Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
  • Preparing training manuals and FAQ materials for end-user guidance.

Requirements

To succeed in this role, you will need excellent communication and problem-solving skills, as well as the ability to work effectively in a fast-paced environment. You should be proficient in technology systems and software, with a strong understanding of IT service management principles.

What We Offer

As a Service Desk Operations Specialist at Damco Spain Sl, you will have the opportunity to work with a talented team, develop your skills and expertise, and contribute to the success of our organization.

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