ROLE TITLE: Service Desk Analyst (Spanish Speaker) - Day Shift
FUNCTION: IT Operations
REPORTING TO: Service Desk Team Leader
LOCATION: Torres Vedras, Portugal
COMPANY OVERVIEW
As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business.
Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals — enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.
We pride ourselves on customer focus, solution quality and our great team. We are growing and diversifying and are looking for talented people who are passionate about what they do and want to contribute to the next phase in our company's success.
ROLE PROFILE
We're currently looking for a Service Desk Analyst to join our team in Torres Vedras, Portugal. The Service Desk Analyst is the first line of support for Glory and the service orchestrator for the rest of IS. To fulfil this position, one must have a good technical mindset, excellent customer service skills and a degree of patience. Being on the front line will involve a lot of exposure to senior individuals across the organisation, meaning that the Service Desk Analyst must always present themselves appropriately, demonstrating a high level of professionalism.
MAIN RESPONSIBILITIES
Incident and Service Request logging, prioritisation and assignment
Manning the Service Desk number, when on shift, at all times
FTF (First Time Fix) of as many Incidents as possible, within SLA
Accurate assignment of Incidents and Requests to other IS teams when unable to be resolved at first line
Accurately capturing required details to log tickets
Reporting on statistics as required
Fulfilling the joiners, movers and leavers requests in accordance with regulatory compliance
EXPERIENCE AND QUALIFICATIONS
ITIL Foundation preferred but not required
Competent with Microsoft Office applications
Qualified to degree level preferred but not necessary
Experience working in a team on a 24x7 shift basis
Experience working for a medium-sized enterprise business
Experience working in the manufacturing industry, with appropriate knowledge of business applications related to such
Good understanding of enterprise technologies
REQUIRED SKILLS AND COMPETENCIES
Strong foundation and / or passion for computing and IT
Good attention to detail, analytical skills and troubleshooting abilities
Ability to work under high pressure
Willing to work on the dedicated night shift team rota (with appropriate remuneration)
Fluent in English and Portuguese, as well as at least one of the following languages: Spanish (ideally), French or German
Self-driven with a passion for the field and a thirst for personal development
GLORY SPIRITS
The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:
Value Creation - strive to create value for customers
Self-Starter - understand the objectives of your own work and are proactive in achieving goals
Collaboration - respect diversity and create a culture of collaboration to work with each other to achieve a common goal
Integrity - understand Glory's mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethics
Own Growth - leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.
Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law.
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