Descripción de la oferta
User Help Desk is accountable and responsible for the provisioning of a centralized Help Desk service, providing support to Generali Group customers, both on‑site and remotely, through an effective response and resolution of IT workplace‑related requests raised by end users. In this context, the UHD Technician will report to the UHD Manager in Spain, while working in an international team and contributing actively to the implementation and delivery of excellent service to users in Spain. Furthermore, the role will be in charge of coordinating an internal team, as well as managing and controlling external suppliers. Additionally, the User Helpdesk professional is responsible for the operational management of external User Helpdesk agents and for service performance reporting. In this role, the professional ensures that outsourced first‑level support services are delivered in line with agreed SLAs, quality standards, and customer expectations, while also providing transparent and actionable insights through reporting and analysis. Working closely with the User Helpdesk Lead, internal IT teams, and service providers, this role directly contributes to service quality, cost control, and the continuous improvement of User Helpdesk operations. More specifically, the role will: Act as the operational point of contact for external User Helpdesk service providers. Monitor daily performance of external agents against contractual obligations and internal standards. Ensure external agents follow defined UHD processes, escalation paths, and priority models. Continuously monitor ticket quality, categorization accuracy, and adherence to prioritization rules. Contribute actively to the adoption and continuous improvement of automation and AI‑enabled capabilities within User Helpdesk operations (e.g., ticket routing, categorization, knowledge suggestions). Ensure full alignment between internal SLA commitments and vendor SLAs. Support the standardization and optimization of UHD operational processes. Identify and promote opportunities to improve efficiency, automation, and self‑service adoption. Act as an operational escalation point for issues related to external agent delivery. Regarding the required profile, the ideal candidate will have: At least 3 years of experience in a Helpdesk environment. Effective communication skills, strong teamwork capabilities, and excellent customer relationship skills. Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel). Solid knowledge of trouble‑ticketing tools (BMC Remedy, ServiceNow). A strong service and customer orientation, with a genuine interest in supporting users. Strong experience in IT Service Management (ITIL‑oriented). Proven experience managing external service providers or outsourced support teams. Solid reporting and data analysis skills, including ITSM tools and Excel / Power BI or similar. Strong attention to detail, excellent organizational skills, and a service‑driven mindset. Excellent communication and stakeholder management capabilities. Finally, a good attitude toward teamwork is essential.
