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)
- 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