Service Desk Technician — 24/7 Global Support

Ekkiden Group; Valencia; In loco; EUR 16.000 - 20.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance (GEREP)

Meal vouchers (Swile card)

Career growth opportunities

Autonomy and location flexibility

Descrizione del lavoro

Ekkiden is an international consulting group delivering IT, Digital, Industry and Sustainability transformations for large enterprises and SMEs across France, Switzerland, Spain and Germany.

We are looking for a Service Desk Technician to join the ICC Service Desk Unit, serving as the first contact for incidents, resolving Tier 1 issues, monitoring the ICT infrastructure and supporting ITIL/ISO 27001 compliant operations.

Competenze

• At least 2 years of experience in a Service Desk environment.
• Experience with ServiceNow or other ticketing tools.
• Solid experience in incident and request management and escalation.
• Knowledge of one or more operational monitoring tools.
• Experience troubleshooting alerts and escalating tickets.
• Fluent English, spoken and written.
• Availability for a 24/7 rotation including nights and weekends.
• Familiarity with ITIL and ISO 27001 is a plus.

Mansioni

• Manage support requests and incidents end to end in the ITSM system.
• Analyse and resolve incidents per procedures.
• Escalate incidents and apply preventive measures.
• Monitor ICT infrastructure using monitoring tools.
• Keep customers informed about outages and progress.
• Support Major Incident, Problem, Change and CM processes.
• Coordinate changes and keep the CMDB up to date.
• Develop and improve service policies and workflows.
• Produce technical documentation or user manuals.

Conoscenze

Customer service

English fluency

Telephone skills

Interpersonal skills

Work under pressure

Problem solving

Availability 24/7

ITIL awareness

ISO27001 awareness

Strumenti

ServiceNow

Monitoring tools

Descrizione del lavoro

Ekkiden is an international consulting group delivering IT, Digital, Industry and Sustainability transformations for large enterprises and SMEs across France, Switzerland, Spain and Germany.

We are looking for a Service Desk Technician to join the ICC Service Desk Unit, serving as the first contact for incidents, resolving Tier 1 issues, monitoring the ICT infrastructure and supporting ITIL/ISO 27001 compliant operations.