
Information Technology Service Desk
22 hours ago
Hello,
I hope you are doing good.
Position – IT Service Desk
Location – Helsinki, Finland
Experience - 5+ Years
Duration - 6 months Contract, It's extendable.
Job Description
As a Service Desk analyst, you will act as a first and single point of contact for all IT related issues. Responsibilities include:
- Dealing with incoming calls (Phone / Email / Web and Chat) in a professional, courteous manner.
- Correctly logging incidents/requests, categorizing, and prioritizing.
- ITSM tool experience and capability to document.
- Initial triage and assigning incidents to the correct team (if not First time Fix (FTF)) in line with defined procedures.
- Ensuring all incidents/requests are progressed & cleared within SLA, escalating to other internal and external teams as appropriate.
- Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
- Diagnosing and resolving problems to the customer's satisfaction.
- Maintaining and developing own knowledge and skills to assist with first time fault resolution.
- Identifying and escalating repeat issues or service risks into service management teams.
- Sharing knowledge with team colleagues and conducting training sessions for new hires.
- Creating Knowledge Items for the desk in collaboration with L2 teams.
- Managing end user escalations with the use of escalation management guidelines.
Must Have Language Skills: English and Swedish
Seniority levelMid-Senior level
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