Description
Service Desk Analyst (Swedish/Finnish languages Must)
Location: Espoo, Finland
Job Type: Contract
Job Description
- Provide hardware/software/network problem diagnosis/resolution via telephone for customer's end users.
- Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution.
- Administer and provide User Access and Exit controls.
- Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.
Responsibility:
- Independently resolve tickets within SLA
- Adheres to standard operating procedures/work instructions
- Provides inputs to modify/update/design standard operating procedures/work instructions
- Follow the escalation process
- Follow the shift hand-over process
- Update the knowledge base
- Coaching fresher's to be independent
- Coaching analysts for correct routing of tickets, capturing critical information
- Technically upgrade across versions of environment when required
- Managing independent shifts
- Complies to regulatory requirements
- Participate in CoE meetings - sharing and acquiring knowledge
- Participate in Sev1/Bridge calls