Översikt

Plats: Göteborg
Företag: SmartEdge
Anställningsform:Contract
Länk: https://se.indeed.com/viewjob?jk=b0d00470383631ce
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Om tjänsten

JOB DESCRIPTION This is a Service Desk Senior Analyst role (24*7 environment) which involves end user support via phone, email, chat, and Self-Service Tickets. Responsibilities: · Respond to end user telephone calls, email, instant messages, and self service assigned tickets. · Diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps · Identify, evaluate and prioritize customer problems and complaints · Troubleshoot end user reported issues · Use the ITSM Ticketing System to document and manage incidents and work requests and their respective resolutions and workarounds. · Assign work orders / incidents to appropriate support teams (2nd & 3rd level) and follow up until closure. · Provide level 1 remote desktop support and perform other activities based on SOPs · Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. · Participate in on-going training and new projects Technical Requirements: · Phone support experience necessary. · Technical helpdesk experience is necessary. · Disciplined, systematic problem-solving skills required. · Hands-on work experience with the following: o ITSM ticketing tools: Example: Remedy, HP Service Manager, Peregrine Service Center, ServiceNow etc. o Windows Operating systems: Windows 10, Windows 8/8.1, Windows 7, Windows Vista, Windows XP, Windows 2000 etc. o Knowledge of Active Directory, Microsoft Exchange (2016/2013/2010), Microsoft 365 o Basic Knowledge on Active Directory User account, Exchange Mailboxes, Distribution lists etc. o VPN and remote dial-in users o Virtual Environment: Citrix and VDIs o Encryption: BitLocker etc. o Support for laptop, desktops, and printers o Smartphones, Tablet. PDA and blackberry support o Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting o Collaboration Applications: Skype, Teams, Jabber etc. o MS Office Suite (2010, 2013): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio. o Internet browsers (e.g. Internet Explorer, Chrome, Firefox) o Others: Adobe Acrobat and other common desktop applications like WinZip, etc. Other Skills / Experience: · Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. · Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared. · Ability to learn new information quickly and the willingness to do so at all times. · Ability to work flexible hours from time to time to cover for other help desk staff. · Customer Focus · Teamwork · Technical Expertise · Interpersonal Effectiveness · Concern for Order and Quality · Should be comfortable working in a 24 * 7 evironment. Soft Skills: · Excellent communication and conversation skills (Verbal and Written) · Fluent English · Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations · Ability to ensure high level of customer satisfaction and acceptance · Ability to acquire new information quickly and the willingness to do so always · Good documentation skills Certification requirements: · Preferred MCP/MSCE/MSCA or HDI CSS · ITIL ITIL knowledge of V2/V3/V4 especially on Service Desk related modules i.e., Incident, Request Problem, and Change Management Language Requirements: · Fluent English Education: Total: 3-4 yrs of University education post High school (B.Sc. or Diploma) Experience: Relevant: 1 year – 2 years of help desk, service desk support experience with problem solving involving hardware, software, and networks. Job Type: Contract Contract length: 6 months