TECEZE - Service Desk Analyst

Role : Service Desk Analyst

Location : Madrid, Spain

Duration : 3 Months (Contract Extendable)

Key Responsibilities :

• Document and update internal procedures and user guides to ensure accurate information is available.
• Design, create, and maintain the Service Desk SharePoint.
• Maintain quality control of service desk interactions, ensuring high customer satisfaction.
• Escalate unresolved issues to appropriate teams while maintaining ownership of the user request.
• Follow up on cases escalated to the 3rd level.
• Assist in the preparation and delivery of training sessions for end users on common issues and tools.
• Conduct telephone onboarding for users in locations without an OSS team from INETUM.
• Support the Service Desk Coordinator by providing backup assistance as needed.

Qualifications :

ref : hirist.tech)