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Information Technology Support Specialist
Responder al anuncioWould you like to join an international atmosphere and be involved in projects across Europe with impact worldwide, having the opportunity to consolidate your career? This is your opportunity!
We are looking for several Business Support Specialists to join our team in our Málaga office!
Within the New IT HUB Sales - Retail of the Future supporting the strategic Mercedes Benz Program, we need several Business Support Specialists.
Description of role and responsibilities
- Investigate and resolve incidents promptly, ensuring minimal disruption to services.
- Document process updates and incident resolutions for 1st level support, maintaining a shared knowledge base for use in tools like chatbots.
- Analyze incident data to identify patterns, gaps, and areas for potential improvement in the support process.
- Communicate identified risks and issues directly to the Service Manager in a timely manner.
- Generate regular reports on the status, trends, and overall performance of the support service.
- Collaborate with cross-functional teams to implement process improvements and resolve complex incidents.
- Train and support 1st level support staff by providing them with updated documentation and insights from incident analyses.
- Participate in the continuous enhancement of the incident management tools and processes.
- Monitor the effectiveness of incident resolution and make recommendations for improving response times and customer satisfaction.
- Stay current with system information, changes, and updates relevant to the support team.
Technical experience
- 3+ years of proven experience in IT support or incident management, preferably in a 1st level support role.
- Certifications such as ITIL (Information Technology Infrastructure Library), or similar.
- Excellent documentation skills, with experience in creating and maintaining support knowledge bases.
- Exposure to incident management processes and tools (especially Service Now).
- Ability to communicate effectively with both technical and non-technical stakeholders.
- Experience with regular reporting and presenting findings in a clear and concise manner.
- Knowledge of IT service management software and tools, with an understanding of how to leverage them for incident resolution.
- Strong problem-solving skills and the ability to work under pressure in a fast-paced environment.
- Familiarity with risk management principles and the ability to identify and communicate potential risks.
- A team player with excellent interpersonal skills and the ability to collaborate effectively.
- Collaboration & Communication: Work closely with 1st level and 3rd level teams, as well as market experts.
- Continuous Improvement: Drive improvements in incident response and overall service quality.
- Fluent in English, both written and spoken.
- Knowledge of the German language is a plus.
We offer you the opportunity to grow in an international and dynamic environment, taking part in new projects.
Within our benefits as an employee, we provide:
- Competitive salary + variable compensation.
- 60% Mobile work.
- Flexible entering hours.
- 30 working days of holidays.
- Annual Training Plan.
Nivel de antigüedad
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