Global Service Desk Analyst (Swedish and Spanish)

Assignment description

Our client is looking for Global Service Analyst for their location in Lund.

Swedish skills

Excellent spoken Swedish

Excellent written Swedish

Spanish Skills

Excellent spoken Spanish

Good written Spanish

English skills

Excellent spoken English

Good written English

Keyboard typing

A typing speed that exceeds 200 characters per minute.

Technical skills

Provide support using phone and remote control.

Extensive hands-on experience with latest Microsoft products.

- This includes Windows 10, Office 2016 / O365, Microsoft Teams and OneDrive.

Hands-on experience with computer hardware.

Ability to read, understand and follow technical documentation, routines and processes.

Personal Skills

Good analytical, investigational and troubleshooting skills.

Skills to manage stakeholders.

Multitasking.

Commitment and drive

Business-focused.

Self-motivated and drive issues independently.

Taking responsibility to keep updated and informed about GSD information.

Result-oriented & concluding work ethic to always deliver on-time, on-scope and on-budget

Personality

Service minded and flexible.

Passionate to learn new things.

Team player.

Can work under pressure and manage stressful situations confidently & effectively.

Good awareness and appreciation of social and cultural differences

Structured and organized.

Reliable and analytical person who always takes accountability/responsibility.

VALUE ADDING EXPERIENCES & SKILLS:

Italian skills

Excellent spoken Italian

Good written Italian

Skills

ITIL v3.0 Foundation

Experience

Provided support using webchat and remote control.

Worked in a global, multicultural environment.

Role

Provide IT support for user IT environment remotely via phone/webchat and/or using remote assistance tools.

Identify incidents that might be potential problems according to problem management process.

Receives and prioritizes issues and forwards using appropriate escalation procedures

Collaborate with global and local support teams.

Train and inform users, promoting them to be self-sufficient.

Update documentation / shared information on the service desk web portal.

Responsibilities

Comply to and promote Tetra Pak recommended processes and standards.

Solve tickets according to ticket handling documents.

Strive to solve tickets according to SLA and KPI’s.

Act as a team player.