Service Desk Analyst
Cantourage UK
ITSMServiceNow
IT Service Delivery Manager
Montarelo Consulting
full-time
Posted on:
Origin: • 🇪🇸 Spain
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudITSMServiceNow
About the role
- Oversee rollout and configuration of ITSM tool and support incident, problem, change management
- Manage external ServiceDesk provider, define and monitor SLAs, and conduct performance reviews
- Oversee P1/P2 escalation process and coordinate rapid response for critical incidents
- Identify underlying problems, track problems/known errors, lead post-incident reviews, implement improvements
- Translate IT Support strategy into operational plans, develop service support policies and procedures and service catalog
- Define KPIs, monitor support metrics and generate reports for IT leadership
- Act as point of contact between external ServiceDesk and internal IT teams/business units
- Implement feedback mechanisms and improve user satisfaction
- Champion ITIL process adoption and provide guidance/training to ServiceDesk
- Oversee support documentation and knowledge base maintenance
- Ensure compliance with security policies and regulatory requirements
- Manage budget for IT support operations and propose resource adjustments
- Coordinate with internal IT teams for escalated issues and foster collaboration between external and internal teams
Requirements
- 5+ years of experience in IT Service Management or IT Support roles
- At least 2 years in leadership or coordinator capacity
- Proven Track Record of implementing an ITSM tool (ServiceNow preferred)
- Experience with Outsourced IT Services and managing an external ServiceDesk is highly desirable
- Familiarity with IT infrastructure (networks, servers, cloud services, end-user computing)
- Experience with ITSM software (ServiceNow, Jira Service Management or similar)
- Solid knowledge of ITIL frameworks
- ITIL v4 Foundation certification is a plus
- Bachelor's Degree or vocational training in information technology, telecommunications, or related field
- Spanish: Business Spanish required (B2)
- English: Business English required (B2/C1)
- European Union nationality otherwise EU/Spain work permit required as a prerequisite
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