Informatica

•	Receive calls/email enquiries in assigned languages and ensure correct handling of customer’s contacts on a variety of subjects, giving accurate information where possible and pointing people in the right direction for things we cannot answer.
•	Continually ensure that all internal information avenues are kept up to date and errors and omissions are escalated to senior staff members.
•	Being a key part of our customer knowledge management and quality control initiatives, helping to collate accurate feedback on what our customers are saying and helping to test the quality of our service.
•	Being part of Contact Centre Response Team to handle Crisis events when required

•	Reporting directly to the IT Manager and collaborating closely with other IT team members. Responding to queries in a timely and accurate manner and resolving queries to the user’s satisfaction.
•	Responsible for diagnosing & resolving hardware, software & end users problems.
•	Acting as the first point of contact for all IT & technical queries.
•	Developing the infrastructure and systems to meet the companies needs.
•	Investigate specialist and complex IT support issues.
•	Communicating with third party technical specialists.
•	Supporting the roll-out of new applications.
•	Setting up new users' accounts and profiles and dealing with password issues in AD.
•	In-depth knowledge of Windows client operating systems, 7 & 10 Windows & Microsoft Office up to Office 365, Team, Dynamic, Azure

•	Short Term Assignment (STA) position to help Malaga Contact Centre’s IT Support Officer.
•	Answer calls on a variety of subjects, providing accurate information and pointing people in the right direction for matters that we cannot help with.
•	Develop internal scripts and essential tools to ensure handlers are able to provide essential information to our customers.
•	Support of the management as stand in team leader during night shifts, weekends and to cover annual leave and other absences.

•	Team Leader (of 13 people) of SAP application Service Desk in ESA project.
•	Responsible of the Service desk go-live of the project an team preparation.
•	Administration and support of SAP Functional on Level 1.5 in ECC, BI, SRM, EP & SLD systems + SAP Client & User Management.
•	Responsible for the communication and documentation of the procedures.
•	Incident Management, Request Management, Consulting Management, and Access Management to all SAP modules over implementation.
•	Quality Management.

•	Responded to assistance requests from users and directed individuals through basic troubleshooting tasks, and escalated support cases to higher levels of support when unable to resolve issues using available resources.
•	Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
•	Removed malware and viruses from laptops and desktop systems using specialized software.
•	Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
•	Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.