Service Desk Analyst

22 hours ago


Helsinki, Uusimaa, Finland Ubique Systems Full time

Job Title

Process Expert

Competencies

  • Language Skills: English
  • Language Skills: Swedish
  • IT IS_Service Desk

Location

Fin-Helsinki

Experience Range

4-6 Years

Salary Bill Rate

As per market rate

Non-English Language Dependency

English & Swedish

Remote Working

Onsite

Contract Duration

6-12 Months (B2B/ Freelance contract)

Job Description

As a Service Desk Analyst, you will act as the first and single point of contact for all IT-related issues. Your responsibilities will include:

  1. Dealing with incoming calls (Phone/Email/Web and Chat) in a professional, courteous manner.
  2. Correctly logging incidents/requests, categorizing, and prioritizing them.
  3. Utilizing ITSM tools to document and manage incidents.
  4. Performing initial triage and assigning incidents to the correct team (if not First Time Fix).
  5. Ensuring all incidents/requests are progressed and cleared within SLA.
  6. Escalating to other internal and external teams as appropriate.
  7. Managing incidents through their entire lifecycle from the first point of contact through to resolution.
  8. Proactively keeping the customer informed of progress.
  9. Diagnosing and resolving problems to the customer's satisfaction.
  10. Maintaining and developing own knowledge and skills to assist with first-time fault resolution.
  11. Identifying and escalating repeat issues or service risks into service management teams.
  12. Sharing knowledge with team colleagues and conducting training sessions for new hires.
  13. Creating knowledge items for the desk in collaboration with L2 teams.
  14. Managing end-user escalations using escalation management guidelines.

Must Have Language Skills: English and Swedish

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