IT Service Desk Agent

• Act as a single point of contact for internal users.
• Provide first level support through various channels.
• Document actions and escalate issues when necessary., ITSM tools (ServiceNow preferable) SD Ticketing systems (Snow preferable) Descripción del empleo .# # Cookie duration depends on the cookie type:* see below, 'Google Analytics'# - To help protect web applications and infrastructure from security attacks.3. Google Analytics:* __utma Cookie: A persistent cookie that remains on a computer, unless it expires or the cookie cache is cleared. It tracks visitors. Metrics associated with the Google __utma cookie include: first visit (unique visit), last visit (returning visit). The cookie is updated every time data is sent to Google Analytics.* __utmb Cookie* __utmc Cookie: This cookie is used to determine the end of browser sessions. Historically, this cookie operated in conjunction with the __utmb cookie to determine whether the user was in a new session/visit.* __utmz Cookie: This cookie stores the traffic source or campaign that explains how the user reached the site. The cookie is created when the javascript library executes and is updated every time data is sent to Google Analytics.* __utmv Cookie: This is a persistent cookie. It is used for segmentation, data experimentation and operates with the __utmz cookie to improve cookie targeting capabilities.Please also see section Additional Information about Google Analytics# Additional Information about Google AnalyticsThis Website uses Google Analytics, a web analytics service provided by Google, Inc. ("Google") in the US.Google will use this information for the purpose of evaluating the use of the Website, compiling reports on website activity and providing other services relating to website activity and internet usage. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google's behalf.Google does not associate IP addresses with any other data held by Google..Lang: This cookie is used to remember a user's language setting and to display the AWLI Button in the appropriate language. The cookie expires at the end of the session.Bcookie: This cookie to uniquely identify devices accessing LinkedIn to detect fraud and abuse on the platform. The cookie expires after two years. Lidc: This cookie is used to optimize data center selection and expires after 24 hours.Job Summary:The role holder will be responsible for acting as a single point of contact for Gategroup internal users, dealing with the management of both routine and non-routine incidents, problems, and requests. Providing first level support through user calls through IVR, email-queues, ITSM tool, MS Teams-Chat and provision of the 1st line support for incidents.Main Duties and Responsibilities:Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g., Microsoft products, operating system, basic networking, PCs).Business Awareness. Develops an understanding of company's environment and service delivery requirements to enable the delivery of a first-class service.Process. Documents actions taken in resolving routine user's enquiries ensuring established processes/systems are followed. Problem Solving**.** Takes ownership for listening to and understanding basic user's problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are 'beyond them' and escalates so they can be resolved.Service Level**.** Escalates issues as necessary to deliver required service level and meet or exceed company's expectation/SLAs. Monitors performance through statistical reporting and analysis. Team Working. Acts as a global team player and is viewed by colleagues as a helpful and effective member of the team.Personal Development**.** Takes ownership of own development and has a development plan in place.Qualifications and Education:At least High school diploma or equivalentIT related studies or previous IT Service Desk Agent experienceWork

gategroup is seeking a motivated IT Service Desk Agent in Madrid, Spain. The role involves providing first-level support for internal users via calls, emails, and chat. Candidates should have a high school diploma and preferably IT-related studies or prior experience in a similar role. Fluent English and German are required, along with good communication skills and teamwork ability. This dynamic position is perfect for individuals keen to enhance user experiences and support operational excellence in the catering industry., * Previous experience in IT support roles is preferable.

• Ability to simultaneously perform multiple activities.
• Knowledge of Standard Operating Procedures for incident resolution., Fluent in English Fluent in German Excellent computer skills Knowledge of Microsoft Office suite Team oriented

Educación

High school diploma or equivalent IT-related studies or previous IT Service Desk experience, Experience: Previous experience in the responsibilities described - (preferable) Awareness to ITSM tools - (ServiceNow preferable) Utilizes technical skills to resolve end user incident and service request tickets for IT services and products Ability to Support Incident resolution or workaround that can be retrieved from - Standard Operating Procedures and existing Known Errors or knowledge documentsAbility to perform multiple activities at the same time Maintain and enforce operational procedures, as well as complete all necessary documentationTechnical Skills**:** (Certification, Licenses and Registration) Knowledge of Microsoft Office suite Excellent computer skillsBasic knowledge in SD Ticketing system's (Snow preferable)Confidence and an enthusiastic telephone mannerCommunication and other Skills: Fluency in English and German (B2 or higher)Good communication skills and teamwork abilityAbility to problem solve and think criticallyEnsure users have a good

experience with Service DeskCustomer and Team orientedIf you want to be part of a team that helps make travel and culinary memories, join us!We're looking for motivated, engaged people to help make everyone's journeys better.gategroup is the global leader in airline catering, retail-on-board and hospitality products and services. gategroup provides passengers with superior culinary and retail experiences, leveraging innovation and advanced technology solutions. Headquartered in Zurich, Switzerland, gategroup delivers operational excellence through the most extensive catering network in the aviation industry, serving passengers from over 200 operating units in over 60 countries/territories across all continents.We work in an exciting industry - fast-paced and ever-changing. Industry trends and customer expectations are constantly evolving and it is critical that we are agile, innovative and ready for change - and our people are our driving force. We offer attractive opportunities to be part of this fast-paced and truly international working environment.For further information, please visit . Consigue la evaluación confidencial y gratuita de tu currículum