Service Desk Technician

Descripción del empleo The IT Service Desk Technician is responsible for providing first-line and second-line technical support to employees across the organization. This role focuses on incident resolution, service request fulfillment, end-user support, device management, and ensuring a high-quality customer experience. The technician will troubleshoot hardware, software, network, and mobility-related issues while maintaining accurate documentation and adhering to IT service management processes. Key Responsibilities - Provide timely and professional technical support to end users via ticketing systems, phone, email, remote assistance, and face-to-face interactions. - Diagnose, troubleshoot, and resolve hardware, software, operating system, and application issues. - Manage incidents and service requests in accordance with established IT Service Management (ITSM) processes and service level agreements (SLAs). - Install, configure, maintain, and support desktops, laptops, mobile devices, printers, and peripheral equipment. - Support Microsoft Windows environments, Microsoft 365 applications, and corporate business applications. - Troubleshoot network connectivity issues, including TCP/IP, LAN/WAN, Wi-Fi, VPN, and remote access solutions. - Support and administer mobile devices through Mobile Device Management (MDM) platforms. - Assist with user account management, access permissions, password resets, and identity-related requests. - Create and maintain technical documentation, knowledge base articles, and user guides. - Monitor recurring issues and proactively identify opportunities for process and service improvement. - Ensure a high level of customer satisfaction through effective communication and follow-up. Requisitos - Minimum 1 year of experience in an IT Service Desk, Help Desk, Desktop Support, or Technical Support role. - Technician in Network Systems Administration (ASIR or ASIX) or an equivalent technical qualification - Good command of English, both written and spoken, with the ability to communicate effectively with end users in an international environment. Información adicional - ITIL Foundation certification or knowledge of IT Service Management best practices. - Excellent verbal and written communication skills. - Strong customer service orientation. - Strong attention to detail and documentation practices. - Team-oriented with a collaborative approach. - Basic knowledge of Linux environments is desirable. Applus IDIADA is committed to equality, diversity and inclusion . We don’t put limits on you, so don’t put limits on yourself either. There is a place for everyone. Descripción de la empresa Shaping the Future of Automotive Engineering Applus+ IDIADA is a global leader in automotive engineering, offering a dynamic and rewarding career opportunity for professionals passionate about shaping the future of mobility. As a TOP Employer certified company with over 3500 professionals from more than 24 countries, we provide a diverse and inclusive work environment that fosters innovation and growth with colleagues from over 55 nationalities contributing to a safer, more efficient, and sustainable vehicles. Why join us? Enjoy a highly flexible hybrid work model in a company that takes care of the employees’ wellbeing, offering work-life balance benefits such as subsidized canteen, free language courses, transport and coaching services. Join a company that has a deep commitment to sustainability and push yourself to reach your full potential in a dynamic and challenging setting that values innovation and expertise. Come & join us on the road to success. #LI-Hybrid