IT HELP DESK (6 MONTHS CONTRACT)

ABOUT USWHAT WE DO | Our talented teams create tech that connects brands to people via meaningful content that impacts their lives in positive ways.
By understanding where the markets are going and where technology fits in; we use our knowledge to identify solutions that boost businesses and shift user experiences.
HY WE’RE DIFFERENT | What makes us a leader in our industry, and different from other international digital tech companies, is our ability to tailor or custom create our offering to solve business challengesWHERE YOU FIT IN | We aim to build an inspiring organization with an engaged and high performing culture.
We believe in possibilities.
We connect to the future.
Think unlimited digital potential, global reach, limitless content, unreal experiences, real connections… now imagine the direct impact you could have in this landscape.
If you eager to work in an inspiring, dynamic environment and collaborate with like-minded people, we want to hear from you!As an IT Help Desk, your primary responsibility is to serve as the first point of contact for clients and internal users, addressing their concerns, complaints, and inquiries related to our mobile entertainment services.
You will play a pivotal role in ensuring customer satisfaction by promptly and effectively resolving issues, providing assistance, and facilitating seamless access to our entertainment platforms.
Your commitment to delivering exceptional customer support will directly contribute to the success and reputation of our mobile entertainment services.
A significant challenge in this role is to determine whether an issue can be resolved at your level or if it requires escalation to the appropriate team.
This process demands a keen understanding of our organization's IT landscape, the ability to identify specialized expertise, and efficient communication to ensure reported issues are promptly routed to the right team for resolution Following an ITIL process, the IT Help Desk reports to the Head of IT Service Management and works closely with Development , SysOps, DevOps and Platform teams.
Key responsibilities include.
Respond promptly and effectively to customers' technical calls across all Mondia services in a non-scripted environment, adhering to Service Level Agreements (SLAs).
Dispatch Service Desk tickets to various technical teams following established operations processes.
Manage user accounts for both standard and vertical applications within Mondia.
Proactively monitor uptime, response time, and error occurrences for various services and applications.
Collaborate with Office IT Support in different branches of Mondia to maintain the asset management system.
Build and maintain the Mondia IT Service Desk knowledge base.
Building and implementing observability measures for application health, performance, and capacity.
Optionally participate in on-call rotation as an incident manager.
Participate in special projects and undertake additional assigned duties.
Provide Office IT support for Madrid Office Employees, including collaboration with vendors..