2nd Line Support Analyst

Empresa: HAYS
Provincia: Madrid

Hays is collaborating with a leading global company which has more than 6,300 customers in more than 100 countries, including more than half of Fortune 100 companies. This corporation mainly offers storage solutions for enterprises and midsize organizations, but also offers other hardware, software, data analytics and consultation services for many areas of IT and businesses. Working alongside each customer, they apply their unmatched industrial and digital capabilities to their data and applications to benefit both business and society. The company helps them to develop new revenue streams, unlock competitive advantages, lower costs, enhance customer experiences, and deliver social and environmental value.

We are looking for a Support Analyst (2nd Line). You will be responsible for the support and maintenance of computer equipment and systems that may be faulty. As such, your responsibilities include installing, configuring and upgrading hardware and software, as well as fixing any equipment malfunctions.

What will your duties be?

– Respond to Global Service Desk requests, ensuring accurate information is captured and documented within the ticket.
– Ownership of the ticket lifecycle when assigned, ensuring quality and timely updates, preventing tickets from becoming obsolete.
– Monitor active Service Level Agreement (SLA) and Key Performance Indicator (KPI) metrics to proactively maintain appropriate metrics, ensuring event triggers and notifications are monitored to ensure resolution within required timescales.
– Provide procedural solutions and/or Advice and Guidance as required.
– Provide data corrections as appropriate and in accordance with the process.
– Creation of MIR (Major Incident Reports).

Which are the requirements for this position?

– Strong experience with ASD/ Service Now.
– Excellent customer management and communications skills.
– Experience in providing technical and functional support for second line applications.
– English, Advanced level; Multinational Teams Environment.

What we offer?

– 100% Remote.
– Contract by hays (Freelance).
– Office Timetable (flexible): 9h -14h;15h -18h.

We are waiting for profiles like yours, passionate about technology and who want to face a new challenge. If this is your case, sign up for the offer so we can tell you more!
Tecnologías: Service Now,
Tipo de Contrato: 
A determinar
Salario: Sin especificar
Experiencia: 3 años
Funciones: Analista
Descubre más: https://www.tecnoempleo.com/2nd-line-support-analyst-madrid/service-now/rf-552716faf23163baf143

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