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ITS Service Desk Officer

Description

Reporting to the ITS Manager - Madrid, the Service Desk Officer is responsible for customer support of Office Automation desktop environments and applications. The incumbent will support users in the IATA new contingency site, and is part of a global team that ensures continuity of services to the user community in Europe. 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 support the offsite employees for the new Business Continuity Plan Project that will start on 1 December 2018 until 31 December 2019, that include to assist in resolving complex problems and implement solutions;
Focus on maintaining ITS equipment including PC’s, printers, IPhones, IPads, with a professional attitude and service;
Provide Service Desk coverage during business hours for customers reporting incidents or seeking assistance in using the standard office automation desktop environment and applications;
Ensure meticulous call logging of all incoming calls of the BCP site (Service Desk mailbox, Service Desk counter and Service Desk hotline) and perform regular quality control checks on call logging;
Ensure regular customer communication and service delivery, this includes first level software and hardware support through online guidance and second level support for problems demanding on-site troubleshooting and solution delivery;
Escalate problems to other ITS sections according to procedures;
Monitor user profiles, Email accounts, provide access to the specific applications, advise customers of interruptions to local and global services;

Qualifications and Skills

Degree in IT related discipline, equivalent experience (MCSC, CCNA, etc.)
Requires a high level working knowledge of multiple complex software package, hardware, and network;
Experience in user administration in Active Directory;
Experience in server administration;
Experience in networking;
Advanced knowledge of Microsoft Windows operating systems and Microsoft Office 365
Knowledge of basic hardware components and laptops;
Microsoft Lync all in one configuration and guidance
Minimum 3 to 5 years of relevant experience in IT customer support services
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.

I would like to apply for the post of ITS Service Desk Officer bases at your esteemed organisation. I have attached my CV.

CV:

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