IT Support Analyst – Barcelona

IT, Enterprise Client Services (ECS) - Barcelona

Coty is one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skin care and body care. COTY is the global leader in fragrance and number three in color cosmetics. COTY’s products are sold in over 150 countries around the world. COTY and its brands are committed to range of social causes as well as seeking to minimize its impact on the environment. For additional information about Coty Inc., please visit www.coty.com.

ROLE AND DEPARTMENT

We are looking for an IT Support Analyst to join our Global IT team based in our brand-new Supply Chain Hub in Barcelona.

The newly created role will be part of a new team being built in this brand-new COTY location in the commercial center of Barcelona.  As an entry level role in IT this provides a great opportunity for learning, development and growing all aspects of IT skills.

Reporting to the IT Site Lead, you will be part of a truly global team, focused on providing excellent customer service and supporting the IT users within Coty and the key IT systems integral to the business. 

THE ROLE

In this role you will be responsible for providing a high level of customer support and service for clients and visitors in the local sites.

You will:

• Provide support activities, including install and upgrades, remote and hands-on support for clients.
• Work closely with the Service Desk, the Support Lead(s), and global and on-site teams to ensure support is provided in a timely and very professional manner.
• Use ITSM tools, this person will ensure their assigned tickets are monitored, responded to and resolved in line with SLAs, and ensure that client expectations are managed.
• Be responsible for timely follow-up of all their assigned open and closed tickets and identification of process improvement steps where appropriate.

• Work with your IT Site Lead and Manager to deliver projects and tasks.
• Assist in maintaining a highly accurate asset management for IT hardware, software, and equipment.
• Work with Global IT Pillars to assist with daily administration and troubleshooting for computer equipment, servers, networking and provide hands-on troubleshooting support as required.

WHAT YOU’LL BRING

We’d love to see candidates who have:

• A good hands-on technical knowledge of network and PC operating systems, specifically around windows operating systems.
• A passionate drive for excellent customer service and delivery.
• Good written and oral communication skills in Spanish and English, with the ability to communicate technical information in a business and user-friendly language.
• Knowledge of collaboration platforms and meeting room and video conference systems.
• The ability to execute tasks in a high-pressure environment, and ensure standards and processes are followed during execution.
• Knowledge of ITSM processes, ticket handling, and the tools used in this area.
• Knowledge of general IT technologies such as cabling, networking, servers, cloud storage, virtualization, and backups.

WHAT WE OFFER

Within COTY IT and Global Operations and Services we pride ourselves in a being truly transparent and collaborative team. You will work in a global high-speed challenging customer service focused team who deliver excellent results month on month.

We provide internal and external training and mentoring and encourage learning and development at all levels.