Tier 1 Helpdesk Support (English-Speaking) Remote (Fixed-Term, 6 Months)

Join us on our exciting journey! We are building an amazing team of English-speaking Helpdesk professionals to join our Madrid Production Hub on a 6-month contract and provide Tier 1 support.

Diversity is our way of life! Functions: Identify requests being provided by end users.

Categorize and record reported queries and provide solutions Support problem identification Process user account creation, modification, and deactivation.

• Perform identity verification and entitlement validation prior to executing requests.

• Maintain and update user access across systems such as directory services, applications, and client platforms.

• Ensure all access provisioning complies with least privilege principles and client security.

Requisitos

Escalate, if needed, unresolved problems to a higher level of support Managing one or more customer service or service desk functions.

• Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services.

Log, categorize, and prioritize requests in accordance with incident/request classification standards.

• Ensure adherence to defined Service Level Agreements (SLA) and escalation timelines.

• Maintain ownership of tickets from initiation through resolution/closure.

Monitor issues from start to resolution Categorize and record reported queries and provide solutions Advise users on appropriate course of action.

Calificaciones

Preferably someone with account management experience.

(example: Active Directory Access, Application Access, etc.

Helpdesk / Technical Support account is required.

Strong command of the English Language both spoken and written.

Amenable in shifting schedules Understands his / her key performance indicators.

Understand the relationship of work quality and how it impacts efficiency Dedicated at work – no Attendance issue with previous employers Ability to multi – task and.