Senior Service Desk Analyst (Spanish language)

Capgemini Polska Sp. z o.o.; Katowice; On-site; PLN 30,000 - 40,000; Full time

Job summary

A global leader in consulting and technology services is seeking a Senior Service Desk Analyst fluent in Spanish for their Katowice office. The ideal candidate will manage service incidents and provide support to ensure a positive client experience. The role offers flexible working hours and additional development opportunities.

Benefits

Private medical care

Flexible working hours

Development programs

Qualifications

• 2 Years of experience in help desk support.
• Must clearly communicate in Spanish.
• Ability to work independently and in a team.

Responsibilities

• Manage service incidents/requests from report to resolution.
• Track open tickets and monitor ticket progress per SLA.
• Ensure continuous collaboration with IT Operations Management.

Skills

Help desk support experience

Fluent in Spanish

ITSM processes knowledge

Knowledgeable in O365

Troubleshooting mindset

Tools

ServiceNow

AD

Citrix

TeamViewer

Job description

Overview

Senior Service Desk Analyst (Spanish language)

Requirements

• 2 Years of help desk support experience assisting both remote and onsite users with software or hardware related issues
• Must be articulate and clearly communicate in Spanish
• Knowledge on ITSM processes like Incident, problem, request and knowledge management
• Must be able to work independently as well as work as part of a fast-moving team, must be able to work on various shift, must be knowledgeable in O365, Network and have a troubleshooting mindset (browsers, VPN, Connectivity, passwords, Internet)
• Nice to have: knowledge in Windows OS (10), printers, desktops, TeamViewer, AD, Citrix, mobile devices (iOS, Android), ServiceNow, Telephony tools

Responsibilities

• Manage service incidents/requests from report to resolution for software, hardware, and mobile device issues
• Provide support and services to users, seeking to resolve as many calls as possible, receive, prioritize, document and actively resolve end user help requests, triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)
• Track open tickets and monitor ticket progress per SLA, close ticket items when resolved, perform Major Incident Management process in accordance with Securitas standards (initiating process, call coordination, escalation, communication, call closeout), provide a positive experience to clients through meeting and exceeding customer expectations
• Engendering confidence that requests will be resolved
• Ensures continuous collaboration with IT Operations Management L2/L3 teams, obtain and maintain up-to-date knowledge of the company's business functions, work processes and systems, keeps abreast of industry trends and technologies
• Must be a team player with a proactive, positive “can do” attitude and a strong work ethic, ability to multi-task and work well under pressure and in fast-paced environment

What we prepared for you

• Development programs, external courses, education & certificates co-funding, NEXT platform with free access to Pluralsight, TED talks, Coursera materials, and virtual trainings: e.g. Excel, VBA, RPA or customer care
• Flexible working hours thanks to a variety of projects (standard, part time, late shifts)

Our legendary atmosphere

• We don't have a rigid dress code, but what we do have are awesome communities and world– changing initiatives like Grant Program. We are a big company with unique atmosphere – we make friendships, share important moments, and simply… like each other!

A lot of benefits

• Private medical care which can be extended by a package of dental services purchased on preferential terms
• Private life insurance which can be extended by oncology package purchased on preferential terms
• Referral bonuses for recommending your friends to Capgemini
• Access to Inspiro Audiobooks & MyBenefit (cinema tickets, Multisport and more)
• Offices in great locations, car leasing program, carpooling options and bicycle parking

Who are we?

Capgemini is a global leader in consulting, technology services and digital transformation. Our scope is wide. One of the teams is End User Services - part of a business unit called Cloud Infrastructure Services. In our offices in Poland, we work as a team of 2500 employees, helping our customers around the globe to solve their IT issues.

Want to know more?

Watch a video: https://www.youtube.com/watch?v=ShubpoagRWA

Questions?

Check our Instagram (@capgeminipl) or visit our Facebook profile (Capgemini Polska).

Apply here

https://jobs.capgemini.com/pl-gb/job/Katowice-Senior-Service-Desk-Analyst-%28Spanish-language%29/684675701/?locale=en_US