Dieses Jobangebot ist archiviert und steht nicht mehr zur Verfügung.
Vakante Jobangebote finden Sie unter Projekte.
Vakante Jobangebote finden Sie unter Projekte.
Service Desk Analyst Norwegian Swedish
Eingestellt von Damco Solutions
Gesuchte Skills: Network
Projektbeschreibung
ROLE: SERVICE DESK ANALYST - NORWEGIAN AND SWEDISH
LOCATION: OSLO, NORWAY
DURATION: 3-6 MONTHS
TYPE: CONTRACT
PRIMARY SKILLS
- Graduate with Minimum 4+ years of experience in service Desk
- Excellent communication and conversation skills (Verbal and Written) in English, Norwegian and Swedish
- Language scores of CEFR C1 for Norwegian & Swedish and Versant Score of 70 for English
- Manage Service Desk activities, including:
- Owning overall responsibility for Incident and Service Request process handling on the Service Desk
- Liaise with the ETS Service Manager
- Help with the development and issuance of Service Desk Operational Reports
- Liaise with the designated Change lead as requested
- Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
- Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority
- Track the incidents/service requests/problem tickets to ensure resolution within SLA, escalate the unresolved incidents/problems as per the escalation mechanism, analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
- Attend voice calls
- Documenting the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
- Use Remote Desktop to assist the end users as required.
- Good Knowledge on O365 products.
- Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
- Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
- Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
- Proactive problem management is an added advantage.
SOFT SKILLS
- Should possess excellent customer handling skills
- Ability to handle unforeseen situations
- High level of acceptance and understanding in dealing with end users and situations
CERTIFICATIONS
- Candidate to be ITIL certified
- Windows Desktop certification is an added advantage
LOCATION: OSLO, NORWAY
DURATION: 3-6 MONTHS
TYPE: CONTRACT
PRIMARY SKILLS
- Graduate with Minimum 4+ years of experience in service Desk
- Excellent communication and conversation skills (Verbal and Written) in English, Norwegian and Swedish
- Language scores of CEFR C1 for Norwegian & Swedish and Versant Score of 70 for English
- Manage Service Desk activities, including:
- Owning overall responsibility for Incident and Service Request process handling on the Service Desk
- Liaise with the ETS Service Manager
- Help with the development and issuance of Service Desk Operational Reports
- Liaise with the designated Change lead as requested
- Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
- Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority
- Track the incidents/service requests/problem tickets to ensure resolution within SLA, escalate the unresolved incidents/problems as per the escalation mechanism, analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
- Attend voice calls
- Documenting the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
- Use Remote Desktop to assist the end users as required.
- Good Knowledge on O365 products.
- Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
- Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
- Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
- Proactive problem management is an added advantage.
SOFT SKILLS
- Should possess excellent customer handling skills
- Ability to handle unforeseen situations
- High level of acceptance and understanding in dealing with end users and situations
CERTIFICATIONS
- Candidate to be ITIL certified
- Windows Desktop certification is an added advantage
Projektdetails
Geforderte Qualifikationen
-
Kategorie:
IT Entwicklung