Service Desk Analyst - Spanish Speaking

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Role Overview

dentsu are about to embark upon many exciting changes to our target operating model. As a Spanish Service Desk Team Analyst in our Manchester office you will support the operational execution of the Global Service Desk to ensure Dentsu provides exceptional Customer Service.

Working with market leading ITSM Service Management tools, you will be part of the Global Service Desk that supports Dentsu offices across Europe, Middle East, Africa, Canada, North and South America.

Supporting the latest technologies within a customer centric environment that provides exceptional customer satisfaction, the Global Service Desk provides a digital gateway into service support, providing a high level of first time fixes to our internal staff.

You will also contribute to the ongoing project to become Service Desk Institute 4* Business Led Certified Service Desk, ISO2000 Certified and an industry award winning team by 2021

Responsibilities

• Support all channels of engagement – phone, chat, virtual agent, self-serve, email

• Initiate the procedure for handling detected incidents. Includes recording details of the incident covering symptoms, diagnostic data, information about the related Configuration Item (CI). Assists in the investigation of problems and other requests for support. Monitors progress of requests for support and keeps users abreast accordingly for support.

• Provides effective interface with users, ensuring all diagnostic information is provided for error resolution and incident analysis. Includes making initial diagnosis of any problems and advises on known solutions, where applicable, providing information on updates, known errors, changes in availability. Maintains/ update incidents records throughout the incident life cycle.

• Monitors systems for which the Service Desk are responsible for. Notes problems and identifies performance trends with assistance from colleagues where necessary. Assists in taking the corrective action to improve performance and to avoid recurrence of the same problems.

• Responds to requests for assistance by providing information to enable callers to solve simple and routine issues. Maintains accurate log entries of contact with resolution details and follow-up information. Allocates unresolved calls as appropriate in accordance with established escalation procedures. Maintains related logs and advises users of actions taken.

• Provides advice to users on systems, products and services which are available to them and provides information on updates, known errors, changes in availability, new facilities etc to assists users in making more effective use of desk-top systems, products and services.

• Escalate Major Incidents to the team leads and Service Desk Manager, ensuring communication to other team members is delivered in a timely manner

• Deliver service against quality assurance measures providing accurate and consistent service delivery

• Support the Kuala Lumpur and Manchester Service Desk team leads to promote, champion and drive the use of ITIL best practices ensuring the delivery of excellent customer service within the global service desk function

• Support the development and maintenance of the service desk support tools, to meet Customer and IT Services needs

• Support both positive and negative customer satisfaction results, providing our customers with a timely response

• Be part of a global team who inputs and reviews the Service Desk Knowledge base that enables all Service Desk Analysts to follow documented process and procedures

• Train, support and mentor other member of the team, and provide training to new starters as per the service induction programme

Candidate Profile

• Ability to develop good relationships with customers, key stakeholders and your colleagues

• Good analytical skills and an ability to define the precise nature of customer requirements

• Ability to organise and prioritise your work in an effective manner

• Ability to work under pressure, and works well in a team

• Methodical and disciplined approach to work

• Excellent Customer Service experience and focus

• Relates well to people at all levels of the organization

• Active listening, includes being alert and showing interest in what the customer is saying

• Speak in terms that a customer can understand and view things from the customer’s perspective

• Shares relevant information with others. Aware of different sources of information, know where to go for what

• Pursues tasks with energy, drive, and a need to finish, even in the face of resistance or setbacks.

• Work systematically and adhere to stated operating policies and procedures.

• ITIL certified to Foundation level is desirable

• Languages the Service Desk support

  • English

  • Spanish (this role is for)

  • Portuguese

  • French

  • German

  • Italian

About dentsu international

Part of dentsu, dentsu international headquartered in London operates in over 145 markets worldwide with more than 48,000 dedicated specialists. We help clients to win, keep and grow their best customers and achieve meaningful progress for their businesses. With best-in-class services and solutions in media, CXM, and creative. www.dentsu.com

Working with us

Joining dentsu international, you’ll join a team of 48,000 people. It’s an opportunity to produce career-defining work. Along the way, you’ll team up with inspiring colleagues and encounter a richness of clients, cultures and experiences. We offer exciting challenges, memorable experiences and opportunities to shape your future.

Inclusion and Diversity

We’re proud to be different and that starts with our people. We believe in equal opportunities for everyone. We won’t define people by their race, gender, sexual-orientation, age or disability. Individuality is what makes us great, we want everyone to bring their full self to work and create something amazing. That’s what we care about. So, whether you’re joining us, or looking to move to a different part of the business, we work hard to make sure we create equal opportunities for everyone.

We are happy to discuss flexible and agile approaches to working for all our roles – we can’t promise we will be able to offer you everything you want or need but we do promise to discuss it with you openly and honestly. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our recruitment teams.

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