Troubleshooting experience using remote control tools..
Experience working with ServiceNow to log, track, close tickets
Excellent customer handling skills.
Providing Technical support to customers on phone or chats to solve their technical problems reported.
Resolving network or computer issues.
Installing and configuring hardware and software.
Speaking to customers to quickly get to the root of their problem.
Discussion with Top caller for feedback.
Ticket Audit of Swedish line to find out the improvement areas.
Following up with clients to ensure the problem is resolved.
Review of KB articles.
Accountable for compliance of all Service Desk Policies, Processes and Procedures.
Accountable for the delivery of Service Desk process and procedure.
Accountable to ensure allocation of resources for the required delivery of Service Desk.
Monitors ACD queues, email and web ticket queues to manage and allocates staff resources to ensure End User. Response with SLA Guidelines.
Provide statistical analysis of reported Service Desk Activity metrics and perform trend analysis of process and function activities to make recommendations for Continuous Improvement items.
requirements-expected :
0-2 years experience in a Service Desk / IT Support in a global organization.
Swedish on at least B2+ level.
English on at least B2 level.
Should have knowledge of customer services and managing phone calls/Chats with customers with min B2 and above language competency.
Basic knowledge of Active directory, Outlook, Win 10, 11, computer hardware & browsers.
Should agree to work in Shifts as per business requirement.
Should have good logical reasoning skills, Customer Service skills.
Should be a team player & work collaboratively with onsite and offshore team.
University degree or high school degre.
offered :
Strong flexible benefits package that you can tailor to your own needs and choose Multisport card, shop vouchers and many others – MyBenefit cafeteria
Premium insurance for medical services for employee and family members- Luxmed
Life & Disability Insurance for employees and family members- Generali
Profitable Voluntary Pension Fund
Social Funds benefits: holiday bonuses, allowance for kindergartens, etc.
Integration and cultural events for employees
Reward and recognition program for high performers
Employee Referral bonuses
Relocation assistance - Accommodation, travel and other expenses covered
