Description
Swedish Speaking Service Desk Analyst - An exctiing opportunity for a Swedish Speaking Service Desk Analyst working for an industry leading Organsitation based in Budapest.
Providing 1st level multilingual infrastructure and application support for an international customer in Swedish and English language.
Availability to work in shifts during day and night time is required.
The Service Desk is the Single Point of Contact for the employees of our customer and all IT related problems will be reported to this team via email, phone, chat or web interface. All problems, incidents or service requests should be resolved on the level of the service desk or escalated to higher level resolve groups.
Tools - Windows 7 or 10 operating system, Service Now ticketing tool; different versions of Microsoft Outlook and Microsoft Office suite for communication and reporting.
Swedish Speaking Service Desk Analyst Call and Incident Handling
- Assist users over the telephone with their self-service tickets
- Handle and document all incoming requests or incidents within the contractually agreed timeframes (Response SLA) in Service Now ticketing tool
- Own the ticket throughout its life cycle and ensures that all relevant information is captured (as per Quality guidelines), follows up the cases to ensure timely resolution
- Analyze issues/requests and assigns to relevant functional teams
- Perform password reset and user account unlocks in business application as per agreed SLA's
- Effectively communicates with other team members, 2nd and 3rd Level technical teams, end-users to reach SLA's
Swedish Speaking Service Desk Analyst Knowledge management
- Learn and implement new technologies, tools, processes and policies
- Documents new technical solutions in knowledge base, suggests improvements to the existing ones
- Documents and shares best practices and with other colleagues
- Attends all training sessions as per the Training Plan
- Actively participates and shares ideas in team meetings, individual feedback sessions
IT skills (in details with required levels):
- Microsoft Windows OS (Windows 7), E2
- Microsoft Outlook, E2
- Microsoft Office, other packages, E1
- COTS software, E1
- Mobile devices, iPhone, E1
Experience in the execution of certain tasks:
- Customer Service (calls, mails), E1
- Written Business Communication, E1