Service Desk Analyst

Importante multinacional (cliente final) selecciona para sus oficinas de Madrid un Service Desk Analyst

Technical Skills: Incident Management, Problem Management, Budget capablities, IT analysis and reporting.

At least one year experience working in Service Desk environments (preferable with an international scope), including coordination tasks with User Help Desk agents to assure operations.

- Good knowledge and understanding of ticketing tools such as BMC Remedy from both technical (configuration, administration and maintenance) and functional aspects (usage and improvement).

- Previous experience in design, develop and maintain Service Desk reporting for both ITIL processes such as Incident, Problem, Change, Release and Configuration Management and operations.

- At least one year experience in implementation and later maintenance of a CMDB (Configuration Management Database) including CI's maintenance (Configuration Items).

Understand and be aware of processes and projects at the ITSC, having a proactive behavior to detect and avoid potential discontinuity on provided services by implementing and performing established processes and procedures.

- Work with multidisciplinary teams at the ITSC with the objective of developing networks among different support levels.

- Management of customers expectations in terms of efficiency, timing and delivered quality; working in closer collaboration with ITSC Customer and Supplier Managers.

- ITSM tool Remedy knowledge and usage is required to manage processes execution and deliver required metrics, with focus on established targets.

- ITIL certification required.

- Mobility in EMEA.

Position Mission: Responsible to ensure that incidents and problems are resolved according defined ITSC policies and procedures and in line with the Service Catalogue.

- Coordination and Governance of EIBS Help Desks

- Deliver required reporting including trends analysis and proposals for improvement

English is mandatory

This position, Service Desk Analyst, was posted on November 5, 2009. Since this job has been published, it has been viewed 286 times.