Helpdesk Analyst

We are currently recruiting Swedish speakers for a multinational Technology company in Ireland.

Job Description
The objective of the Technical Support Analyst is to resolve remote users IT problems by means of a first time fix or by dispatching Customer Replaceable Units or initiating on-site support.

The Technical Support Analyst responds to clients requiring technical support. Contacts reach the analyst via telephone, call handling systems or e-mail.

Responsibilities:
To log, validate and diagnose customer issues, on the full range of products and applications used on the customer site. Providing the customer with a solution through information gathering, analytical trouble shooting and problem research, or to route or escalate the call to the appropriate resolution group. Escalation and management of calls to agreed service levels. Excellent attendance and punctuality are required.

Candidate Profile:
Fluent Swedish as well as English
Customer orientated, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.
Capable of being self managed.
Team player
Excellent customer service, telephone, oral and written skills
Analytical trouble shooting skills

Ideally, candidates will have previous experience working within a technical support environment/customer service environment, delivering front-line service directly to customers, preferably within an international company. Previous call centre experience is desirable, but not essential.
Preferably the suitable candidate has a technical aptitude and a basic understanding of various hardware, software and Microsoft operating systems.