IT Service Desk Analyst (1st Level, EMEA) (m / f / x)

Are you a skilled 1st Level Support professional who thrives in an international environment? Join our regional end-user productivity team, focusing on advising and supporting employees across EMEA. In this dynamic and diverse role, you will handle incidents, service requests, and change requests in close collaboration with 2nd level teams and external providers. You will also manage user and access rights, maintain documentation, and contribute to international IT projects.

TASKS

• 1st level support at the service desk (incident, service request, problem and change management) within the internal ticketing System.
• Single Point of Contact for the subject areas for European subsidiaries
• Guide employees through their responsibilities, including support with onboarding and offboarding (Entry / Exit Processes)
• Installation and administration of PCs and Notebooks with Microsoft's Endpoint Manager
• Installation and administration of iDevices (iPhones) with Microsoft Intune
• Supportive Function in regional Data&Tech projects
• Cooperation with regional and global 2nd Level Support Teams
• Maintaining knowledge bases and Asset management tools
• Contribute to the continuous improvement of Service Delivery processes across the region, aligned with ITIL best practices.

QUALIFICATIONS

• Educational background in Information Technology
• 1 + years of professional experience in First Level Support or Service Desk in an international environment
• Technical skills / systems required :
• Operating Systems : Windows 10 / 11
• Microsoft 365 Suite (Outlook, Teams, SharePoint, OneDrive, Office Apps)
• Knowledge of ITIL Service Management processes. ITIL certification will be a plus.
• Cooperative team player, used to being flexible and adapting in a changing environment.
• Strong mediation and facilitation of skills with the ability to promote collaboration and communication to improve information sharing
• Agile, pragmatic, solution-oriented
• Good interpersonal skills with a calm appearance when handling difficult situations
• Excellent communication skills, customer-focused to deliver first-class service
• Fluent in English. Every additional language is an advantage

ADDITIONAL INFORMATION

We offer...

• Being part of a dynamic, inspired and engaged team
• Take ownership as an expert
• Make an impact as one of our #ChangeMakers

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Employment Type : Full Time

Alternative Locations : Spain : Madrid

TravelPercentage : 0 - 10%

Requisition ID : 17155

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