Role: Service Desk Agent
Experience: 2-4 years
Location: Malmö, Sweden
Language requirement for position:
Fluency in Swedish, Danish and English is mandatory.
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, Finnish, Danish and English. Any of these slanguage skills or combination will be considered
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 troubleshoot
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 by emailing your CV to
[email protected]
NOTE: Please state DKServiceDeskAgent in the subject line.
We work with ongoing recruitment so send in your application as soon as possible
