Skovde

2.5-5 Years

Sweden

Service Desk Technician Shift\\r\\n\\r\\n The job as a first line technician at Service Desk is a very varied position, as we are supporting the entire IT environment for our customer. You will act as the first point of contact for the end users when they have issues with their IT environment. It can be anything from the regular Microsoft 365 applications to other business critical applications. It is important that you have good listening skills and are comfortable handling people with different states of mind. The roles require you to have good technical knowledge before you take on the position, but you will receive training for the customer specific applications and tools. After your training period is over, you will be assessed before you are considered ready for independent work.\\r\\n This role is specific to working during different shift timings since we have 24/7 opening hours for our customers. This means we expect you to be able to solve all kinds of IT related issues without the support of any managers, or even any coworkers since you might be working alone on the shift. This requires you to be able to take independent decisions and be able to seek knowledge within the tools you are at hand.\\r\\n Role owner requirements and specifications: \\r\\no Minimum 6 months of experience of supporting Windows (win 10, win 11). \\r\\no Minimum 6 months of experience of customer service/support by phone. \\r\\no Experience of ITSM-tool. \\r\\no Be fluent in Swedish and English, spoken and written. \\r\\no Have a positive attitude \\r\\no Have a responsible personality \\r\\no Have a sense of responsibility \\r\\no Be service minded \\r\\no Be a Team player\\r\\n Meritorious knowledge: \\r\\no Experience of user account management \\r\\no Network knowledge \\r\\no VPN knowledge \\r\\no Account management/permission management (Active Directory) \\r\\no Settings and folder management in Outlook \\r\\no Experience of IDM tools\\r\\n (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

B-Tech

1

Cloud Services-Processes-IT Process Engineering

Business Line FT

Skövde

INFRA

1450909BR

11-Oct-2024

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