IT Service Desk

Assignment period
06 Oct 2021- 29 Apr 2022
Application deadline 21 Sep 2021
Location Solna (SE)
Remote 0%
Assignment description
The IT Service Desk is part of Client Services . The IT Service Desk is divided into Service Desk incl. User Administration (first-line support) and Back Office (second-line support). The Service Desk is single point of contact for all incoming tickets (incidents and service requests) The major goal is to help the user in first place without forwarding the tickets to another support team. Right now we have a resolution rate within IT Service Desk of 73 % and the aim is to increase this number. To reach this goal, next to normal Service Desk agent responsibilities, the employees within the IT Service Desk are also involved within supporting activities to reach our goals (Knowledge Management, Harmonization Process, User Guides, Quality Improvement Program etc.).


Responsibilities:
• Handle standard and non-standard requests
• Analyse and remotely resolve simple and complex incidents
• Identify, diagnose and resolve problems together with other support teams
• Participate in projects
• Follow the implemented processes (ITIL)
• Contribute to continuous improvement of our daily work
Required experience / expertise

• understanding of IT and willingness to develop in IT area
• willingness to work with customers on the phone
• very good English skills, both written and spoken
• very high degree of customer orientation and cooperation as well as very good communication skills
• ability to work independently in an international team, but also able to organize/coordinate work with others
• pro-active behavior, take initiatives to improve our daily work
• ITIL v3 Foundation certified is a plus


Required skills
Support
Windows
Helpdesk
Troubleshoot
Preferred skills
ITIL
Languages
English
(Advanced)