Funciones y responsabilidades:

Monitoring and Managing Support Requests:
Proactively monitor support requests through various channels (ITSM , portal, Teams, email, phone) to identify user incidents and service requests.
Accurately record and categorize incidents and requests within the ticketing system.
Ensure thorough ticket tracking until complete resolution and maintain up-to-date information.
Diagnosing and Resolving Issues:
Conduct initial diagnosis to grasp the nature of problems or request reported by users.
Resolve simple and known issues.
Execute know service requests
Provide assistance and training to users on common tools and systems, and company-specific applications (based on process/KB).
Document solutions for recurring problems in the knowledge base for future reference.
Escalation and Communication:
Escalate complex or unresolved incidents to the next level of support or the appropriate team.
Provide regular updates to users regarding the status and progress of their tickets.

Requisitos:

• Experience in IT user support positions.

• You need to have social skills, both to promote a good working environment with the team, and to have a polite and empathetic relationship with users and other customer staff.

• It is essential to live within the city of San Sebastian, since the position is 100% on site in our offices.

• Advanced English is a must-have, since the roll is 100% English.