Service Desk Specialist / Analyst
Location: Barcelona, Spain
Role Summary
We 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 Responsibilities
Technical Support & Incident Management
* Provide 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 activations
User Support & Onboarding
* Conduct 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 & Documentation
* Analyze 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 & Collaboration
* Lead 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 & Skills
* Languages: 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.