Graduate with Minimum 4+ years of experience in service Desk
Excellent communication and conversation skills (Verbal and Written) in English, Norwegian and Swedish
Language scores of CEFR C1 for Norwegian & Swedish and Versant Score of 70 for English
Manage Service Desk activities, including:
Owning overall responsibility for Incident and Service Request
process handling on the Service Desk
Liaise with the ETS Service Manager
Help with the development and issuance of Service Desk Operational Reports
Liaise with the designated Change lead as requested
Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
Triage the tickets to respective Workplace Services, Applications Services
Team and the Infrastructure Operations Team members based on the ticket severity and priority
Track the incidents/service requests/ problem tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems as per the escalation mechanism, analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
Attend voice calls
Documenting the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
Use Remote Desktop to assist the end users as required.
Good Knowledge on O365 products.
Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
Proactive problem management is an added advantage.
Should possess excellent customer handling skills
Ability to handle unforeseen situations
High level of acceptance and understanding in dealing with end users and situations
Candidate to be ITIL certified
Windows Desktop certification is an added advantage