IT Support Specialist

15 hours ago


Helsinki, Uusimaa, Finland Ubique Systems Full time

At Ubique Systems, we are seeking a skilled IT Support Specialist to join our team. The ideal candidate will possess excellent communication skills and the ability to provide top-notch support to our customers.

The Service Desk Analyst will serve as the primary point of contact for all IT-related issues. Responsibilities include:

  1. Handling incoming calls, emails, web, and chat requests in a professional manner.
  2. Accurately logging incidents/requests, categorizing, and prioritizing them.
  3. Familiarity with ITSM tools and documenting processes is required.
  4. Initial triage and assignment of incidents to the correct team, adhering to defined procedures.
  5. Efficiently progressing and resolving incidents within SLA guidelines, escalating to other teams as necessary.
  6. Proactively updating customers on progress throughout the incident lifecycle.
  7. Resolving problems to customer satisfaction through diagnosis and troubleshooting.
  8. Maintaining and enhancing knowledge and skills for first-time fault resolution.
  9. Identifying and escalating repeat issues or service risks into service management teams.
  10. Collaborating with team members to share knowledge and conduct training sessions for new hires.
  11. Creating Knowledge Items for the desk in collaboration with L2 teams.
  12. Managing end-user escalations using escalation management guidelines.

Must-Have Language Skills: English and Swedish

Seniority Level

Mid-Senior level

We offer a dynamic work environment, opportunities for growth and development, and a competitive compensation package.



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