Service Desk Technician

JobMetz
  •  göteborg
  •  Data & IT
  •  Heltid
  •  Junior

Service Desk Technician - Danish speaking

Beskrivning

For our client we are looking for a Service Desk Technician

Job description:

  • We are looking for a Service Desk technician to work with the following tasks:
  • Handle calls and tickets as defined in processes.
  • Ensure Service Desk SLA’s and KPI’s are met.
  • Ensure that routines and process are followed.
  • Actively ensure that tickets are handled in a satisfactory manner.

Working on Phone/Mail/Chat/Web:

  • Handle incoming support calls from customer users (within SLA).
  • Handle incoming mail from customer users (within SLA)
  • Handle incoming chats from customer users (within SLA)
  • Handle incoming Web tickets from customer user (within SLA)

Supporting people with:

  • Log/update tickets for incoming calls.
  • Handle tickets as defined in Supporting procedures/processes and Knowledge Base.
  • Log and categorize tickets in Service Now ticket management system.
  • Technical troubleshooting of computers, printers, network etc.
  • Troubleshooting of systems and applications.
  • Handle order requests from customer user (permissions, hardware, software etc.)
  • Answer questions from customer users as defined in scope.
  • Guide customer users in supported systems and applications.
  • Transfer tickets to 2nd line/third party as defined in processes.
  • Work according to ITIL v3, Incident Management.

Required skills:

  • Experience of supporting Windows (Vista, XP, Win7,Win10)
  • Experience of customer service/support by phone, chat and email
  • Experience of ITSM tools ticket system e.g. Service Now
  • Be fluent in Danish and English, spoken and written

Personal Profile:

  • Have a positive attitude
  • Have a responsible personality
  • Have a sense of responsibility
  • Excellent interpersonal skills
  • Be service minded
  • Be a Team player
  • Able to work in shift 24/7 (if required)

Start: Asap

Location: Gothenburg

Work load: 100%

Working language: Danish, English