Service Desk Analyst L2 - Barcelona, SpainJob no: 524492TVAC
Brand: Product and Technology
Work type: Fixed Term Contract
Location: Barcelona
Categories: Information & Technology
The L2 Service Desk Analyst role is responsible for providing the 2nd level of support for all telephone, email, and walk-in requests. They will support our colleagues with the full range of hardware and software utilized within Flight Centre Travel Group. You will be an escalation point for the L1 Analysts and be the face of the Service Desk for the head office. This role is an on-site role which will require you to be in the office 5 days a week.
This includes receiving, prioritizing, documenting, and actively resolving our colleagues' help requests. Problem resolutions will involve using our knowledge base and monitoring tools.
Reports directly to the Service Desk ManagerLiaise with ETS (Technology Services) and stakeholdersTake accountability for issues raised from start to resolutionOccasionally required to travel to other locationsYour mission... Provide effective and efficient support to our users while logging this information in our Service Desk management tool.Field incoming requests from users via telephone, e-mail, and ITSM tool set in a courteous manner.Prioritize and schedule support workload against the defined SLA matrix.Follow Incident and Request fulfillment lifecycle processes.Record, track, and document the Incident Management process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.Perform preventative maintenance (CSI) by analyzing and trending ticketing statistics.Test fixes to ensure the problem has been adequately resolved.Perform post-resolution follow-ups to help requests.Convey troubleshooting and resolution details in a way that is understandable to non-technical members of Flight Centre UK.Provide out-of-hours 'on call' during a week on a rotation basis.Ensure that Service Desk policies and procedures and best practices are implemented and adhered to, particularly our Request and Incident Management procedures (based on the ITIL standards).Ensure that all calls and issues are dealt with in a timely and efficient manner, whilst providing excellent customer service.Develop help sheets and frequently asked questions' lists for end users Self Service Portal, Intranet portals, and department knowledge base.Deliver results set against individual and team KPI's.Assist in establishing service level agreements with end users.Assist in other activities within Technology Services as directed.Key Qualifications: Strong IT troubleshooting techniques and analytical thinking.Experience working within an ITIL framework.Experience in supporting Citrix / Xen Desktop.Extensive application support experience, especially MS Office.Knowledge of MS Windows 10/11 and Active Directory.Experience in Office 365 Admin.Experience working to and exceeding Key Performance Indicators.Experience using ServiceNow Ticketing system.Windows 10/Mac Operating System knowledge.Excellent communication skills both written and verbal.Enthusiastic, with a positive 'can-do' attitude.Ability to effectively prioritize and execute tasks in a high-pressure environment.Highly self-motivated and directed, with keen attention to detail.Experience working both independently and in a team-oriented, collaborative environment.Ability to work in teams and stand alone.Flexible and adaptable in regards to learning and understanding new technologies.Proven analytical and problem-solving abilities.Proficient in English, Spanish, and French.This is a contract position for an initial 6-month period. Who we are... As part of Flight Centre Travel Group, our mission is to open up the world for those who want to see. We encourage you to DREAM BIG through collaboration and innovation, and make sure you are supported to make incredible ideas a reality. Together, we deliver quality, innovative solutions that delight our customers and achieve our strategic priorities.
Applications close: 03 Jan 2025 Romance Standard Time
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