Description
Job Description:
Role: Service Desk Analyst
Location: Oslo,Norway
Type: Contract
Key Responsibilities:
Primary Skills
- Graduate with Minimum 4+ years of experience in service Desk
- Excellent communication and conversation skills (Verbal and Written) in English,Norwegian or Swedish
Manage Service Desk activities, including:
- Owning overall responsibility for Incident and Service Request process handling on the Service Desk
- Liaise with the ETS Service Manager
- Help with the development and issuance of Service Desk Operational Reports
- Liaise with the designated Change lead as requested
- Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
- Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority
- Track the incidents/service requests/problem tickets to ensure resolution within SLA, escalate the unresolved incidents/problems as per the escalation mechanism, analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledge base articles.
- Attend voice calls
- Documenting the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
- Use Remote Desktop to assist the end users as required.
- Good Knowledge on O365 products.
- Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
- Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
- Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
- Proactive problem management is an added advantage.
Soft Skills:
- Should possess excellent customer handling skills
- Ability to handle unforeseen situations
- High level of acceptance and understanding in dealing with end users and situations.
Certifications:
- Candidate to be ITIL certified
- Windows Desktop certification is an added advantage