Helpdesk - bra utvecklingsmöjligheter!

We are looking for professionals to provide application helpdesk support to users in the domain across multiple locations. The helpdesk support team will act as a first line support and will liaise with Business users, development teams and other Group Operations teams. The professional will work as a member of existing support team. The focus of the team is to ensure the systems operate reliably to meets business requirements, to provide front end support and analysis to business users. The high-level responsibilities are: . To provide front line support and manage resolution of support service issues. This will involve liaison with business users, other support teams, development teams and third parties suppliers. . Managing customer related incidents ensuring a speedy resolution with the SLA's . Provide exemplary customer support and service in all situations . Log all incoming calls in the Call Tracking application and resolve and/or escalate calls as required . Provide a prompt response to user requests for information and assist in application system problem resolution . Acquire broad knowledge of the organizational functions, processes, procedures, policies and values to assist with client issues . Understand and support operational requirements of software implementation guidelines . Ensure that knowledge entries in the support knowledgebase are up-to-date and consistent in structure and quality . Produce timely reports, charts, diagrams as requested by management . Continually upgrade skills and assimilate new information by using the tools and attending training provided . Be proactive in improving user support, systems availability and procedures. . The support analyst will be expected to understand, at a high level, all aspects of the operational systems and their interfaces, with detailed business knowledge of those areas where it may be required. . Provide support to users via the telephone or e-mail to troubleshoot problems in an efficient and effective manner . Maintaining the system documentation as required. . Provide back-up support cover for other team members as and when required. Technical SKILLS/EXPERIENCE . Minimum 1 to 2 years experience in managing helpdesk support . Excellent IT skills . Experience of systems that facilitate Incident, Problem, Change and Release Management . Experience of application development is added advantage . Knowledge of ITIL standards & processes is an added advantage. . Should know both Swedish and English Skills and Behaviours . Should have high standard of verbal and written communications skills . The ability to explain solutions clearly in non-technical terms . Good organisational skills . Excellent problem-solving skills . Strong analytical skills . Customer service focused, e.g. attentive to end-user needs, work with due urgency, attention to detail. . Ability to perform root cause analysis, performance monitoring and application related issues . Develop and implement process improvement initiatives and assist in achieving Service Management objectives. . A commitment to continually update skills and knowledge.