Global servicedesk Analyst Spanish/English

Ensures the reception and assignment of user incidents
• Acts as SPOC SI (single point of contact) with users for any request or complaint
• Records incidents or operating anomalies reported in tickets and takes into account calls and feedback from users
• Pre-diagnoses and qualifies incidents / anomalies, according to priorities
 Participate in the resolution of incidents affecting the quality and continuity of service
• Handles incidents or problems that are reported to it: diagnosis, identification, information, resolution, formulation
• Transfers, if necessary, calls and requests from users to the competent teams
• Reports alerts in the event of an exceptional incident to its management ? Ensures the follow-up of the processing of incidents and requests
• Monitors the processing of user calls until resolution
• Exploit and consolidate the incident database to analyze possible trends
• Ensures ticket processing reporting (excluding Service Level Agreement, Out of Target) and reminds, if necessary, the teams in charge for resolution • Issues substantive preventive action requests
Monitor indicators related to safety standards
• Follow up on change requests and ensure compliance with the process in force
• Ensures the treatment of vulnerabilities related to head office equipment
• Management and implementation of security patches related to head office equipment

Conditions of access to the position
• Education: Bac + 2 or DUT in Computer Science
• Experience: Beginner
• Good level in Spanish and English
• Perfect knowledge of the IT field
• Knowledge of ITIL good practices
• Knowing how to carry out the operations required to start up and operate the equipment
• Know how to diagnose incidents / problems and implement the necessary actions
• Knowing how to propose improvement actions
• Know how to respect the confidentiality of each user

Recherche de nouveauté

Ambition

Besoin de réflexion

Besoin d’autonomie

Implication au travail