Service Desk Analyst

SE  ‐ Onsite
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Description

Service Desk Analyst

One of my top client is currently looking for a Service Desk Analyst

Location: Gothenburg, Sweden

The Service Desk Analyst will ideally have 70% of the following requirement:

  • Experience of supporting Windows (Vista, XP, Win7,Win10)
  • Experience of customer service/support by phone, chat and email
  • Experience of ITSM tools ticket system eg Service Now
  • Be fluent in the languages supported by the analyst, spoken and written
  • Have a positive attitude
  • Have a responsible personality
  • Have a sense of responsibility
  • Excellent interpersonal skills
  • Be service minded
  • Be a Team player
  • Able to work in shift 24/7 (if required)
  • Experience of User access management (Active Directory)
    • User account and password management
  • Knowledge on Server, Network, storage and other IT Infrastructure devices
  • VPN knowledge (Wi-Fi) and remote dial in users
  • Knowledge of Remote tool - SCCM
  • Knowledge on MS Office suit/O365/Skype

The Service Desk Analyst will be responsible for the following:

Phone/Mail/Chat/Web
  • Handle incoming support calls from customer users (within SLA).
  • Handle incoming mail from customer users (within SLA)
  • Handle incoming chats from customer users (within SLA)
  • Handle incoming Web tickets from customer user (within SLA)
Support
  • Log/update tickets for incoming calls.
  • Handle tickets as defined in Supporting procedures/processes and Knowledge Base.
  • Log and categorize tickets in Service Now ticket management system.
  • Technical troubleshooting of computers, printers, network etc.
  • Troubleshooting of systems and applications.
  • Handle order requests from customer user (permissions, hardware, software etc.)
  • Answer questions from customer users as defined in scope.
  • Guide customer users in supported systems and applications.
  • Transfer tickets to 2nd line/third party as defined in processes.
  • Work according to ITIL v3, Incident Management.

Apply now as interviews are ongoing

Start date
01/02/2019
Duration
6 months
From
Gazelle Global Consulting
Published at
12.01.2019
Project ID:
1700055
Contract type
Freelance
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