
IT Support Specialist
15 hours ago
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:
- Handling incoming calls, emails, web, and chat requests in a professional manner.
- Accurately logging incidents/requests, categorizing, and prioritizing them.
- Familiarity with ITSM tools and documenting processes is required.
- Initial triage and assignment of incidents to the correct team, adhering to defined procedures.
- Efficiently progressing and resolving incidents within SLA guidelines, escalating to other teams as necessary.
- Proactively updating customers on progress throughout the incident lifecycle.
- Resolving problems to customer satisfaction through diagnosis and troubleshooting.
- Maintaining and enhancing knowledge and skills for first-time fault resolution.
- Identifying and escalating repeat issues or service risks into service management teams.
- Collaborating with team members to share knowledge and conduct training sessions for new hires.
- Creating Knowledge Items for the desk in collaboration with L2 teams.
- Managing end-user escalations using escalation management guidelines.
Must-Have Language Skills: English and Swedish
Seniority LevelMid-Senior level
We offer a dynamic work environment, opportunities for growth and development, and a competitive compensation package.
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