Helpdesk Agent

Overview
NSC Global (Cisco Gold Partner) provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. NSC Global is a private company that has delivered tailored solutions to 50 of the world's leading multinational enterprises, outsourcers, and service providers for the past 20 years.
Maintain, analyse, troubleshoot, and repair computer systems, hardware and computer peripherals. Document, maintain, upgrade or replace hardware and software systems. Support and maintain user account information including rights, security and systems groups.
Main job tasks and responsibilities:
Field incoming help requests from end users via telephone. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Build rapport and elicit problem details from help desk customers
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Professional knowledge and qualifications required:
• A 4-year degree in Computer Science, Engineering, or related discipline; (MBO ICT 3 level)
• 2+ years technical support experience in a computer-related area
• B2/C1 Swedish • Ticket handling tools/cross team troubleshooting
• Good verbal communication skills, including the ability to document operations procedures
• Good customer service skills and the ability to deal all types of customer service requests
• Good analytical, communication, problem solving, and organizational skills
• Ability to effectively interact with a diverse user base
• Highly organized, result oriented, self-motivated, and proactive
• Knowledge of basic computer hardware
• Experience with desktop operating systems including Microsoft