Description
Service Desk support (Danish speaker) urgently required for interesting contract in Gothenburg, Sweden
The Service Desk support (Danish speaker) will be Responsible for the following:
* Ensure high availability on phone.
* Have high readiness for incoming calls.
* Handle calls and tickets as defined in processes.
* Ensure Service Desk SLA's and KPI's are met.
* Ensure that defined individual goals are met.
* Ensure that routines and process are followed.
* Ensure quality on work performed.
* Have an open-minded approach and be receptive towards educations.
* Contribute to a good team spirit.
* Actively ensure that tickets are handled in a satisfactory manner.
The Service Desk support (Danish speaker) will ideally have the following skills and expertise:
* Experience of User access management (Active Directory)
o 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
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 for immediate interviews!
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