Service Desk Specialist / AnalystLocation: Barcelona, SpainRole SummaryWe are seeking a Service Desk Specialist / Analyst to provide advanced technical support, manage user requests, and ensure high-quality service delivery. This role requires expertise in troubleshooting, incident management, documentation, and onboarding processes. The ideal candidate will have strong communication skills, a customer-centric approach, and the ability to collaborate with cross-functional teams.Key ResponsibilitiesTechnical Support Incident ManagementProvide advanced troubleshooting and resolution for complex technical incidents and requests.Collaborate with second and third-level support teams to resolve escalated issues efficiently.Handle incidents related to the AMADEUS travel portal and identity-related issues during onboardings.Manage email EXO requests and support Exchange On-Premise until decommissioning.Process service requests in Service Now for user activationsUser Support OnboardingConduct telephone onboarding for users in locations without an OSS team.Manage and continue service activations for incomplete onboardings.Follow up on cases escalated to the 3rd level while maintaining ownership of the request.Provide ongoing support for user onboarding and migration to EXO.Process Improvement DocumentationAnalyze recurring issues and identify opportunities for process improvements.Develop and maintain technical documentation for troubleshooting procedures.Maintain quality control of service desk interactions to ensure high customer satisfaction.Design, create, and maintain the Service Desk SharePoint.Training CollaborationLead technical training sessions to enhance the troubleshooting skills of the service desk team.Assist in the implementation of new technologies and tools within the service desk environment.Support the Service Desk Coordinator as a backup when needed.Assist in the preparation and delivery of training sessions for end users on common issues and tools.Qualifications SkillsLanguages: Proficiency in English and Spanish (written and spoken).Technical Skills:Strong analytical and problem-solving skills.Experience with O365 tools and services.Mobile Device Management: iOS and EMS.Familiarity with Active Directory for user account management.Knowledge of Exchange (On-Premise and EXO).Understanding of digital certificates and their management.Service Now proficiency.Experience in SharePoint management.