Customer Service Analyst
Core
Providing 1st line application software support and incident management to clients in Spain to resolve incidents and requests following established procedures.
Role type
Customer Service Analyst (IT Support)
Builds
Application software support services for customers in Spain
Domain
Data and technology / Risk, fraud and identity management
Deliverable
client delivery
Required skills
Incident management, logging, escalation, prioritisation, SLA/OLA management, service level monitoring, report generation, workload planning
Preferred skills
Technical education in IT Systems Administration, analytical skills, solutions-oriented approach, ownership mindset
Technologies
Support management system
Responsibilities
Provide the first point of contact for internal and external users; Participate in service management and service desk functions to support software, platforms, and hosted solutions; Handle incident management including logging, handling, escalation, prioritisation, and communication; Ensure services are delivered within agreed service levels; Provide customers with monthly reports related to the use of contracted services; Support the Service Manager in the creation, implementation, and management of SLAs and OLAs; Build strong working relationships with internal teams and the customer base; Plan and manage own workload with autonomy and proactivity.
