Senior Service Desk Analyst (Spanish language)

Capgemini Polska Sp. z o.o.; Lublin; On-site; PLN 127,659 - 170,212; Full time

Benefits offered by this job

Private medical care

Private life insurance

Referral bonuses

Access to audiobooks

Flexible working hours

Job summary

A global consulting and technology firm is seeking a Senior Service Desk Analyst proficient in Spanish to manage service requests and provide user support. Ideal candidates will have at least 2 years of help desk experience, strong communication skills, and the ability to work within a fast-paced team environment. The role is based in Lublin, Poland and offers various development opportunities and benefits.

Qualifications

• 2+ years of help desk experience assisting users with technical issues.
• Ability to articulate clearly in Spanish.
• Strong knowledge in software troubleshooting and ITSM processes.

Responsibilities

• Manage service incidents and requests to resolution.
• Provide support to users, prioritize and document help requests.
• Collaborate with IT Operations Management teams.

Skills

Help desk support experience

Spanish communication

ITSM processes knowledge

O365 knowledge

Networking and troubleshooting skills

Tools

ServiceNow

Active Directory

TeamViewer

Citrix

Job description

Overview

Senior Service Desk Analyst (Spanish language)

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, and engendering confidence that requests will be resolved.
• Ensure 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, and stay abreast of industry trends and technologies.
• Be a team player with a proactive, positive attitude, strong work ethic, and ability to multi-task and work well under pressure in a fast-paced environment.

Qualifications

• 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 of ITSM processes such as incident, problem, request, and knowledge management.
• Ability to work independently as well as part of a fast-moving team; flexible to work various shifts; strong knowledge in O365, networking, and troubleshooting (browsers, VPN, connectivity, passwords, Internet).
• Nice to have: knowledge in Windows OS (10), printers, desktops, TeamViewer, Active Directory, Citrix, mobile devices (iOS, Android), ServiceNow, telephony tools.

Development & Growth

• 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, customer care).
• Flexible working hours thanks to a variety of projects (standard, part time, late shifts). Ask your recruiter about options.

Our Culture & Benefits

• Private medical care with optional dental services package.
• Private life insurance with optional oncology package.
• Referral bonuses for recommending friends to Capgemini.
• Access to Inspiro Audiobooks & MyBenefit (cinema tickets, Multisport and more).
• Office locations with car leasing program, carpooling options and bicycle parking.

Who are we?

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

Do you want to know more?

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

Do you have any additional questions about our job offers? Check our Instagram (@capgeminipl) or visit our Facebook profile (Capgemini Polska).

How to Apply

Apply here -> https://jobs.capgemini.com/pl-gb/job/Lublin-Senior-Service-Desk-Analyst-(Spanish-language)/684670101/?locale=en_US