Senior Technical Process Executive

Your Role


You provide end user support on-site, maintain hardware and fixes technical problems, provide first-time resolution by troubleshooting and diagnosing or escalating faults (or both) to service desk managers, incident & problem managers and coordinates with remote teams for technical issues to investigate and resolve.
Application and OS Maintenance: Provide maintenance and support services for applications and operating systems, either directly to users or through service delivery functions
Diagnostic Troubleshooting: Gather extensive diagnostic information, analyze problems, and resolve issues related to end-user computing (EUC) devices
Incident and Problem Management: Investigate and resolve incidents and problems affecting EUC devices, peripherals, and installed software
Performance Monitoring: Monitor and address performance-related issues
User Training and Advice: Provide advice, training, and corrections (permanent or temporary) to users
Documentation and Enhancements: Update or create documentation, manipulate data, and define enhancements
Collaboration: Collaborate closely with colleagues specializing in different areas (e.g., database administration, network support), vendors, and third-party support provider



Required
Prior experience in a customer-focused end-user support role is valuable. This could include roles like Help Desk Technician, Desktop Support Specialist, or similar positions
Swedish & English language proficiency
Customer-Focused Support: Experience in a customer-focused end-user support function covering EUC and software/OS installations and support
Incident Resolution: Proficiency in incident resolution, requests, changes, and problem-solving activities delivered within agreed service level agreements (SLAs)

Microsoft Product Knowledge: Good knowledge of Microsoft's product offerings, including high-level capabilities and competitor products.