Help Desk Professional

20 hours ago


Helsinki, Uusimaa, Finland Ubique Systems Full time

Ubique Systems is a leading provider of innovative IT solutions. We are currently looking for a Help Desk Professional to join our team and contribute to delivering exceptional customer experiences.

The Service Desk Analyst will:

  1. Engage with customers through various channels (phone, email, web, chat) to resolve their IT-related queries.
  2. Log and prioritize incidents/requests accurately, applying relevant categorization.
  3. Use ITSM tools and document standard operating procedures to ensure consistent quality.
  4. Perform initial triage and assign incidents to relevant teams, following established protocols.
  5. Work collaboratively with internal teams to resolve incidents within agreed-upon SLAs.
  6. Provide regular updates to customers regarding incident progress and resolution status.
  7. Apply problem-solving skills to diagnose and resolve customer issues efficiently.
  8. Enhance technical expertise for effective first-time fault resolution.
  9. Promote a culture of knowledge sharing and continuous learning among colleagues.
  10. Contribute to developing comprehensive Knowledge Articles in partnership with L2 teams.
  11. Implement efficient escalation procedures to address complex issues.

A strong grasp of English and Swedish languages is compulsory for this position.

This is an excellent opportunity to join a dynamic organization focused on delivering world-class IT services and contributing to its continued success.


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