XTN-ECE9673

The IT Service Desk Analyst will be responsible for providing first-level support for the EMEA region, with occasional support for the Americas and APAC. This role involves troubleshooting and resolving hardware, software, and network issues, dispatching tickets to appropriate teams, and ensuring timely resolution of incidents and service requests. The ideal candidate will be fluent in Spanish and have experience with IT service management tools, preferably ServiceNow. 

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• In the performance of respective tasks and duties, all employees are responsible for the following:
• Implementation and fulfillment of all regulatory, health, and safety requirements
• Implementation and fulfillment of all company policies and procedures, including those outlined in our Employee Handbook.

Technical Support:

• Configure, troubleshoot, and resolve computer hardware, mobile devices, printers, and software problems in a networked environment.
• Proactively monitor applications, network, internet, and cloud services to identify potential problems or improve efficiency.
• Inform users of unusual IT service interruptions.

Incident Management: 

• Analyze incidents to determine the initial cause; solve problems directly or route incident tickets to the responsible support area.
• Follow up on all incidents to ensure they are resolved promptly, in line with the Ivoclar Vivadent IT group service level agreements.
• Ensure that tickets are created for relevant incidents or service requests.
• Efficiently manage incidents and service requests to ensure they are promptly addressed.
• Document incident resolutions for future reference in the ITSM tool. 

Customer Experience:

• Accountable for improving the customer experience throughout the lifecycle of a service request or incident.
• Ensure customer expectations are met or exceeded.
• Review survey feedback to improve services and ensure staff are meeting defined metrics.

Administrative Tasks: 

• Perform administrative activities such as creating users, mailboxes, shared security/distribution group administration, and others.
• Prepare and maintain documentation for use by customers and IT personnel.
• Contribute to the development of methods and processes to permanently eliminate preventable errors and failures.

Project Participation:

• Participate in projects throughout the Ivoclar Vivadent group as requested. 

• Fluency in Spanish is required.
• Experience with IT service management tools, with a preference for ServiceNow.
• Strong problem-solving skills and the ability to troubleshoot hardware, software, and network issues.
• Excellent communication skills and the ability to inform users about IT service interruptions. 
• Ability to manage multiple incidents and service requests efficiently.
• Strong documentation skills and attention to detail.
• Customer-focused mindset with a commitment to improving the customer experience.
• Ability to work in a fast-paced environment and handle stressful situations calmly.
• Completed education, preferably in Technical or Business informatics
• Knowledge and practical experience in Microsoft-related systems, network technologies, and PC Support
• Typically requires 3 years' experience in IT or at least close to IT
• ITIL Certification is a plus

As previously mentioned.