Service Desk Analyst

About the job

Role: Service Desk Agent

Experience (Years): 2–4 years

Location: Malmo, Sweden

Language requirement for position:

• Excellent proficiency in Swedish and Danish language good communication & Interpersonal skills

Tata consultancy Services is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses for the past 50 years. We believe innovation and collective knowledge can transform all our futures with greater purpose. We help companies across industries achieve their strategic goals and lead their digital transformation programs. With 600,000 experts globally and 18,000+ consultants working for leading Nordic Customers, we have a strong sense of purpose for the ecosystem around us – our employees, partners, customers and society.

Job description summary:

• As a Service Desk analyst, you will act as a first and single point of contact for all IT related issue
• Dealing with incoming calls (Phone /Email/Web and Chat) in a professional, courteous manner
• Correctly logging incidents/Request, categorizing and prioritizing, Initial Triage and assigning them to the correct team (if not First time Fix (FTF)) in line with the defined procedures.
• Ensuring all Incidents/Request are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
• Managing Incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Diagnosing and resolving problems to the customers’ satisfaction
• Maintain and develop own knowledge and skills to assist with first time fault resolution
• Identify and escalate repeat issues or service risks into service management teams
• Sharing knowledge with team colleagues and conducting training sessions for the new hire
• Creating Knowledge Items for the desk in collaboration with L2 teams
• Managing end user escalations with the use of escalation management guidelines

Required Skills:

• Service Languages: Swedish, Danish and English
• ITSM tool experience and capability to document
• Understanding the requirements of Service Desk Agent
• Capability to serve and help over the telephone
• Chat customer service capability
• IT-related general knowhow and understanding
• Windows environment troubleshooting
• Network related troubleshoots
• Hardware and General application troubleshoots
• Microsoft related applications, software and tools
• ITIL certification or similar level knowledge
• Understanding of ITIL processes: Incident, Service Request, Change Management, Problem Management

Does that sound interesting?

You are welcome to submit your application consisting of your CV, personal letter, relevant degrees or certifications details, professional references, etc. We work with ongoing recruitment so send in your application as soon as possible.

We look forward to receiving your application via LinkedIn or mail to [email protected]

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