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Service Desk Analyst-Swedish Speaker
Eingestellt von Avance Consulting (Europe) Limited
Gesuchte Skills: Network
Projektbeschreibung
JOB DESCRIPTION:
ROLE: SERVICE DESK ANALYST
LOCATION: OSLO,NORWAY
TYPE: CONTRACT
KEY RESPONSIBILITIES:
PRIMARY SKILLS
-Graduate with Minimum 4+ years of experience in service Desk
-Excellent communication and conversation skills (Verbal and Written) in English,Norwegian or Swedish
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 knowledge base 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
ROLE: SERVICE DESK ANALYST
LOCATION: OSLO,NORWAY
TYPE: CONTRACT
KEY RESPONSIBILITIES:
PRIMARY SKILLS
-Graduate with Minimum 4+ years of experience in service Desk
-Excellent communication and conversation skills (Verbal and Written) in English,Norwegian or Swedish
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 knowledge base 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