Service Desk Analyst

Job Description

• 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