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IT Service Desk Coordinator (English)

Job Description

Job Description

For one of our client, an international Shared Service Center based in Barcelona, we are currently recruiting for experienced Service Desk Coordinator.


The Job

In this role you will be responsible for line management of Service Desk Analysts, and directly report to the Service Desk Manager.

- Manage and drive performance of the Service Desk Activities and organise their day to day activity and priorities
- Provide support to the team, assist in first line support and act as an escalation point
- Analyse and solve complex technical situations, act as a liaison with Senior stakeholders during major incidents
- Ensure high level of customer satisfaction and ensure that customers expectations are met in accordance withSLA's standards
- Provide and monitor goals and KPI's of the Service Desk Team, measure effectiveness and ensure that KPI's and level of service are met
- Support and assist the Service Desk Manager in the day to day operation in the Servide Desk: Train, coach and mentor Service Desk Analysts
- Support and assist the Service Desk Manager
- Support and contribute to any new projects
- Collaborate with other Service Desk Coordinators

The Profile

- Minimum 2 years of experience in a similar role
- Strong technical background and previous experience in a Service Desk
- Previous experience in team management and coaching
- Strong drive, natural leadership, motivator
- Initiative taker and hands-on attitude
- Excellent communication skills
- Quality and customer oriented
- Strong organization and time management skills
- Ability to deal with a constantly changing environment and to work under pressure
- Knowledge of creating and updating end user and technical documentation
- ITIL Foundation Certififcation
- Thorough knowledge of Windows XP and 7, Citrix environment, networking components and user profiles
- Strong knowledge of PC hardware and software systems, such as: Windows 2000/XP, ActiveDirectory, Windows Terminal Services, Citrix Metaframe, Microsoft Office 2007/2010, Thin ClientTerminals, Database Systems, Exchange
- Desirable skills in CUCM and MAC OS

The Offer

- Salary based on level of experience + additional benefits (meal vouchers, life insurance, pension plan, etc.)
- A job with a large scope of responsibilities
- Career opportunities
- International and multicultural environment
- A Company with worldwide reputation
- Standard office hours from Monday to Friday
- Start date: ASAP, to be discussed

 

Reference: GSDC01

Ref: GSDC07

Location

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