GTS Support Agent- TEMP 6 months Barcelona (Barcelona)
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GTS Support Agent- TEMP 6 months Barcelona (Barcelona)

Descripción de la oferta

* Manage incidents and service requests within the agreed targets
* Manage and effectively deal with service requests and tickets via telephone and ticket or Manage access management requests (Account creation, transfer, user changes, leavers…) within the agreed targets (depending on the team they are supporting to in the specific moment. They will operate in a hybrid role were it is requested support due to volume of the incoming demand.
* Provide excellent Customer Service by maintaining regular communication with users and provide updates proactively
* Respect deadline for projects and assigned tasks
* Proactively deal with second levels, providers, stakeholders when needed
* Provide regular visibility to the Management in case of chases, escalations, major incidents
* Ensure phone availability
* Contribute to the maintenance of the Knowledge Base by suggesting improvements & changes based on business feedback
* Take initiative by proposing improvements, workarounds, solutions
* Ensure the correct application of internal processes for each country and full troubleshooting is always documented
* When possible, become an expert champion in on one topic at least
* Be cross trained on other regions
* Make sure you keep accountability on communication and stay updated
* Enable team work by collaborating with your colleagues across GTS
* Proactively enable team work by collaborating and sharing information with your colleagues across GTS* Fluent level of English, preferably any other language
* Experience with Service logging tools
* ITIL Foundation Certification, desirable but not necessary, however an understanding of Incident, Change and Problem Management an advantage
* Thorough knowledge of Windows 7 and 10, Citrix environment, including networking components, services and user profiles
* A broad level of skills across PC hardware and software systems including: Active Directory, Windows Terminal Services, Citrix Metaframe, Thin Client Terminals, Database Systems, Exchange and Office 365
* Desirable skills in MAC OS
* Organized, methodical, detail oriented
* Flexible according to business need
* Ability to work as part of a team
* Excellent time management: prioritise tasks independently, chases and escalations and be able to able to work in a multidisciplinary environment with constant changes
* Ability to handle demanding customers in a pressurised environment
* Positive and enthusiastic attitude
* Ability to communicate both verbal and written at all levels including Executive Board level
* Ability to communicate technical issues to non-specialist audiences
* Goal orientated mind-set
* Motivational and energetic
* Approachable


Formación Profesional grado medio

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