Global Service Desk Analyst

At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good – protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day. And we need people like you to make it happen.
Job Summary
Global Service Desk is Tetra Pak’s single point of contact for IT related issues. We are a global team located in four different locations with a wide variety of nationalities and languages. Our main objective is to provide IT support to all Tetra Pak users through phone calls, service portal, webchat and email.
We are now looking for a Global Service Desk Analyst who will provide IT support for user’s IT environment remotely via phone/webchat and/or using remote assistance tools.
This position is permanent and will be placed in Lund, Sweden.
What you will do
As our new colleague your main role is to provide IT support in our service desk. Besides this your tasks will also include:
Solve tickets according to the Ticket Handling Documents.
Identify incidents that might be potential problems according to the 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.
Comply to and promote Tetra Pak recommended processes and standards.

We believe you have
We believe you have:
A minimum of three years of experience in a service support function.
Extensive hands-on experience with latest Microsoft products including 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.
Experience from working with providing support using phone and remote control in a global multicultural environment.
Experience in ITIL v3.0 Foundation.

Specific skills required:
Excellent spoken and good written Swedish and English. Knowing Italian or Spanish is a merit.
Keyboard typing speed that exceeds 200 characters per minute.

To be successful in this position you need to be a team player with a natural talent in working with different stakeholders in a global, multicultural environment with good awareness and appreciation of social and cultural differences. You are service minded, flexible, and passionate about troubleshooting and solving problems in a structured, investigational, and organized way. We also believe that you can multitask, work under pressure, and manage stressful situations confidently and effectively. Finally, you are passionate about learning new things and finalizing the tasks at hand to enable good control.
We Offer You
A variety of exciting challenges with ample opportunities for development and training in a truly global landscape
A culture that pioneers a spirit of innovation where our industry experts drive visible results
An equal opportunity employment experience that values diversity and inclusion
Market competitive compensation and benefits with flexible working arrangements

Apply Now
If you are inspired to be part of our promise to protect what’s good; for food, people, and the planet, apply through our careers page at https://jobs.tetrapak.com/.
This job posting expires on 2022-09-22
To know more about the position contact Kim Blomgren at +46 733 36 4882
Questions about your application contact Sara Johannesson at +46 46 36 2964
For trade union information contact Unionen/Lisbeth Larsson at +46 46 36 2320 or
Sveriges Ingenjörer Lars Haraldsson at +46 46 36 2533