SERVICE DESK ANALYST TECHNICIAN – LEVEL 2

Description

At Mango, we wear passion in everything we do. Originating in Barcelona and present in over 120 countries, we inspire the world with creativity, innovation, and authenticity. Our multicultural team is the engine of our success. We take pride in taking fashion beyond boundaries, connecting our unique style with people around the globe. **Responsibilities:** * Provide technical support to internal users for applications and hardware, including PCs and servers. * Resolve inquiries regarding system procedures, online transactions, system status, and server downtime processes. * Collaborate with network services, software systems engineers and/or application development teams to restore service and identify issues. * Continuously track emerging issues to ensure they are resolved within the estimated timeframe. * Be available to work within a call center environment, delivering assistance and resolving problems efficiently and effectively. **Previous Experience and Education:** * Prior experience in a technical support role, preferably within a call center setting, providing assistance to internal users on applications and hardware. * Experience resolving issues related to system procedures, online transactions, system status, and server downtime processes. * Experience collaborating with network services, software systems engineers and/or application development teams to restore service and/or identify issues. * Experience tracking technical issues to ensure resolution within the estimated timeframe. * Education in computer science or a related field, or equivalent work experience. **Hard Skills:** * Technical knowledge of hardware and software, including PCs and servers. * Experience troubleshooting technical issues and tracking them to resolution. * Skills in call center operations and cross-departmental technical collaboration to restore services and identify issues. **Soft Skills:** * Analytical and problem-solving ability: Identifies and defines problems, determines their root causes, prioritizes and selects the most appropriate solutions for each case, and implements them—always considering long-term implications. * Collaboration, teamwork, and communication: Works interdependently with others, values personal and cultural differences, prioritizes team objectives and organizational priorities, actively listens, communicates positively, and builds trust-based relationships. * Customer orientation: Identifies and meets the needs and priorities of customers (both internal and external), offering the most suitable solutions; places the customer and their experience at the center of strategy. **Job Performance Metrics:** Objective 1: Maintain a high level of technical issue resolution. Metrics: Percentage of technical issues resolved at first contact. Average time to resolve technical issues. Number of recurring technical issues. Objective 2: Ensure user satisfaction with the technical support provided. Metrics: User satisfaction index. Number of user complaints. Number of positive user comments. Objective 3: Guarantee efficiency in managing user issues and requests. Metrics: Average response time to user requests. Percentage of user requests resolved within the agreed timeframe. Number of pending user requests. At Mango, we believe in an inclusive culture where creativity and innovation inspire us to take fashion beyond boundaries. Therefore, we are committed to offering equal opportunities to all individuals, valuing the authenticity of each person. **Taking Fashion** ================== **Further** ===========