• Provide deskside, telephone, email and remote access support to users of IT systems across multiple sites and within SLAs. Focus on and able to work to comply with the agreed business SLAs.
• Be involved in the building, installation, delivery and maintenance of all client-facing IT equipment including but not limited to PCs, laptops, smartphones and tablets as required by the business.
• Take ownership of the Spanish queue management and lead first point of contact channels.
• Be responsible for providing the weekly unassigned incident/request report with the aim to create assignments for the IT team.
• Assist in the maintenance of any required documentation and meeting reporting requirements.
• Identify user needs and report them to the team. See how to cover them from a jurisdiction point of view.
• Identify and communicate the risks in the fulfilment of service and user service SLAs.
• Help with the dissemination of skills and knowledge throughout the IT Department and actively collaborate with other members of the IT team to distribute workload effectively.
• Maintain timely and quality incident resolution, aiming for first-time fixes where possible and escalation to next level where required.
• Ensure client satisfaction with timely communications and updates.
• Monitor incidents to identify frequently arising issues which could be categorized as problems. Apply problem-solving techniques using a sound logical approach. Ability to research using all means available in order to identify the root cause to be avoided in the future.
• Provide user coaching whenever possible to promote self-analysis and self-service instead of user assistance in the future.
• Train the users in the technologies implemented in Osborne Clarke.
• Monitor equipment stock levels, alerting management when stock levels are low.
• Support, operate and manage the operational platforms, hardware, its various operating systems and core technologies.
• Support, operate and maintain the integrity and security of all components comprising various client’s network and operational platforms, including all data.
• Be responsible for consulting with users, management, vendors and technicians to assess computing needs, system requirements, installation or repair time, costs, resources and materials needed.
• To work closely with the international IT team on operating and supporting those international infrastructural IT systems.
• Any other duties that may be required to ensure the efficient operation of the IT service.

• Analyse and route issues into the proper ticketing systems and update and close tickets in a timely manner.
• We require somebody with relevant IT experience, used to working in a demanding IT Service Desk team with a high level of personal responsibility.
• Zero Trust Security tools (zScaler - Private Access, Internet Security and Digital Experience).
• Antivirus / anti-spam tools.Incident Management tool.
• MDM (MS Endpoint Manager/MobileIron).
• Azure framework, IaaS, SaaS and security products.
• Monitoring and management systems (Nagios Core).
• Cloud telephony (Avaya Cloud Office). Unified Communications ideally Teams.
• Security Solutions such as firewalls, and DLP software.
• Server and PC operating systems, including Windows 10, Windows 2016/2019 Server.
• Network hardware, protocols, and standards.
• Microsoft 365 Certified: Modern Desktop Administrator Associate certification desirable or equivalent knowledge.
• Fluent spoken and written English.

• Schedule 14:00 to 22:00.
• Location: Barcelona.
• Contract by Hays in a long project.

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