Overview:
Maintain, analyse, troubleshoot, and repair computer systems, hardware and computer peripherals. Document, maintain, upgrade or replace hardware and software systems. Support and maintain user account information including rights, security and systems groups.
Responsibilities:
Field incoming help requests from end users via both telephone and work orders in a courteous manner
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Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
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Build rapport and elicit problem details from help desk customers
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Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Qualifications:
Professional knowledge and qualifications required:
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A 4-year degree in Computer Science, Engineering, or related discipline; (MBO ICT 4 level)
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3+ years technical support experience in a computer-related area
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Ticket handling tools/cross team troubleshooting
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Strong verbal communication skills, including the ability to document operations procedures
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Strong customer service skills and the ability to deal all types of customer service requests
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Good analytical, communication, problem solving, and organizational skills
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Ability to effectively interact with a diverse user base
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Highly organized, result oriented, self-motivated and proactive
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Knowledge of basic computer hardware.
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Experience with desktop operating systems including Microsoft
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Good understanding of the organization's goals and objectives.
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Exceptional interpersonal skills, listening, and questioning skills.
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Strong documentation skills.
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MCSA Windows 10 / 11
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Knowledge of InTunes
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Active directory
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Network essentials
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Driver's license
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Swedish / English speaking writing
Preferred Certifications
