Service Desk Technician
Danda AB / Supportteknikerjobb / Göteborg
2022-01-13
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hela Sverige Assignment description
For our client we are looking for Service Desk Technician.
Responsibilities
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users
Route problems to internal 2nd and 3rd level IT support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
Administer and provide User account provisioning.
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
Perform user account management activities
Escalate complex problem to appropriate support specialists
Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
Troubleshoot client software and basic network connectivity problems
Identify, evaluate and prioritize customer problems and complaints
May train users and operators on a limited basis and/or may write training procedures
Participate in on-going training and departmental development
Routine maintenance updates with other IT staff and business units
Provide all required documentation including standards, configurations and diagrams
Provide knowledge transfer of EUC operations
Technical Requirements
Phone support experience necessary.
Technical helpdesk or technical call center experience is necessary.
Disciplined, systematic problem solving skills required.
Hands-on work experience with the following:
Windows Operating systems
Clients: Windows 7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008,
Knowledge of Active Directory, Exchange 2003/2007
ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
User account creation for Active Directory, Exchange Mailboxes, Distribution lists
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
Internet browsers (e.g. Explorer, Chrome, Firefox),
VPN and remote dial-in users
Support for laptop, desktops, and printers
PDA and blackberry support
Others: Adobe Acrobat and other common desktop applications like Winzip, etc
Soft Skills
Excellent communication and conversation skills
Good documentation skills
Good working knowledge of MS OFFICE (Including MS Project and Visio)
Should have a great customer handling skills
Able to handle unforeseen situations
High level of acceptance
Can drive our clients value and its methodology
Other Skills / Experience
Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
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 and to be on call via pager during the week.
Customer Focus
Teamwork
Technical Expertise
Interpersonal Effectiveness
Concern for Order and Quality
Years of Experience
Total: 3-4 yrs of University education post High school (B.Sc. or Diploma)
Relevant: 6 months - 3 years of help desk, voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks.
Certification requirements
Preferred MCP/MSCE/MSCA or HDI CSS
ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
Varaktighet, arbetstid
Heltid Anställningstid enligt överenskommelse
Publiceringsdatum2022-01-13ErsättningLön enligt överenskommelse
Så ansöker duSista dag att ansöka är 2022-07-02
Klicka på denna länk för att göra din ansökanFöretagDanda AB
Omfattning Detta är ett heltidsjobb.
Arbetsgivare Danda AB (org.nr 559069-2249),
https://danda.se Arbetsplats Danda
Kontakt Misha Amiri
misha.amiri@danda.se Jobbnummer 6245445
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