Description
IT Service Desk
One of my multi-national client is urgently looking for a Swedish speaking IT Service Desk Analyst for a 6-12 month contract in Gothenburg, Sweden
Job description:
The IT Service Desk is part of Client Services and belongs to IT Supply within the organization. The IT Service Desk is divided into Service Desk incl. User Administration (first-line support) and Back Office (second-line support). The Service Desk is single point of contact for all incoming tickets (incidents and service requests) The major goal is to help the user in first place without forwarding the tickets to another support team. Right now we have a resolution rate within IT Service Desk of 73 % and the aim is to increase this number. To reach this goal, next to normal Service Desk agent responsibilities, the employees within the IT Service Desk are also involved within supporting activities to reach our goals (Knowledge Management, Harmonization Process, User Guides, Quality Improvement Program etc.).
Responsibilities:
- Handle standard and non-standard requests
- Analyse and remotely resolve simple and complex incidents
- Identify, diagnose and resolve problems together with other support teams
- Participate in projects
- Follow the implemented processes (ITIL)
- Contribute to continuous improvement of our daily work
Required skills:
- understanding of IT and willingness to develop in IT area
- willingness to work with customers on the phone
- very good English skills, both written and spoken
- very high degree of customer orientation and cooperation as well as very good communication skills
- ability to work independently in an international team, but also able to organize/coordinate work with others
- pro-active behaviour, take initiatives to improve our daily work
- ITIL v3 Foundation certified is a plus
Working language: Swedish and English
Apply now for immediate interviews!