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Intern ITS Service Desk
Description
Mentored by the ITS Manager - Madrid, the Intern, Service Desk will learn how the ITS Team provides support to the users. The incumbent will help users in the IATA new contingency site that is part of a global team that ensures continuity of services to the user community. The incumbent will be directly involved in the Business Continuity Plan (BCP) by providing direct support to the dedicated team.
An offsite location for the BCP will be operational from 1 December 2018 to 31 December 2019 and requires the same ITS support provided to the main Madrid office.
Responsibilities
The incumbent will learn about managing issues in the offsite employees for the new Business Continuity Plan Project that will start on 1 December 2018 until 31 December 2019, that include:
Assist in resolving first level problems;
Maintain ITS equipment, including PCs, printers, IPhones, IPads;
Provide Service Desk coverage during business hours reporting incidences;
Ensure meticolous call logging of all incoming calls (Service Desk mailbox, Service Desk counter and Service Desk hotline);
Perform regular quality control checks of call logging;
First level support for software and hardware online;
Second level support for problems demanding on-site troubleshooting;
Escalate incidences to the ITS sections according to procedures;
Coordinate user administration: office move, position changes, workstation for new employees;
Provide support during events and meetings.
Qualifications and Skills
Degree in IT related discipline, equivalent experience (MCSC, CCNA, etc.)
Knowledge of Microsoft Windows operating systems and Microsoft 365, Office 2016;
Knowledge of basic hardware components and laptops;
knowledge of Microsoft Skype for Business;
Strong customer focus and interpersonal skills in a global environment;
Ability to work as part of a team and autonomously;
Excellent oral and written communication skills in English;
Knowledge in an additional language is an asset;
Ability to remain calm, courteous and efficient in emergency situations
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At the heart of IATA are our Values and Behaviors. We all have different personalities, styles and areas of expertise, but you’ll recognize us by the consistent way we act and behave in line with our Values and Behaviors. We are looking for people who bring them to life in everything they do – they are:
* Act with integrity and uphold our standards
* Think strategically in support of the global big picture
* Partner and manage to create high performing teams
* Putting people first by acting with a simple human touch
Here at IATA we are proud of being a Diverse & Inclusive Organization – we have people from all over the world working in our offices, and we extend this to our recruiting practices. We are a meritocratic organization and an equal opportunity employer.
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