Information Technology Service Desk

22 hours ago


Helsinki, Uusimaa, Finland Ubique Systems Full time

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:

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

Must Have Language Skills: English and Swedish

Seniority level

Mid-Senior level

#J-18808-Ljbffr
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