Vacant job

Role: Service Desk Agent

Experience: 2–4 years

Location: Malmö, Sweden.

Language requirement for position: Proficiency and fluency in one of the following languages or combinations:

• Swedish
• Finnish
• Danish

Any combination of the above languages is an advantage. Capability to communicate in English is also preferred for day-to-day activities.

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 over 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 the first and single point of contact for all IT-related issues.

• Handle incoming calls (Phone/Email/Web, and Chat) in a professional and courteous manner.
• Correctly log incidents/requests, categorize and prioritize, perform initial triage, and assign them to the correct team (if not First Time Fix (FTF)) in line with defined procedures.
• Ensure all incidents/requests are progressed and cleared within SLA – escalating to other internal and external teams as appropriate.
• Manage incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
• Diagnose and resolve problems to the customer’s satisfaction.
• Maintain and develop your own knowledge and skills to assist with first-time fault resolution.
• Identify and escalate repeat issues or service risks to service management teams.
• Share knowledge with team colleagues and conduct training sessions for new hires.
• Create Knowledge Items for the desk in collaboration with L2 teams.
• Manage end-user escalations using escalation management guidelines.

Required Skills:

• Service Languages: Swedish, Finnish, Danish, and English. Any of these language skills or combinations will be considered.
• Experience with ITSM tools and capability to document.
• Understanding of the requirements for a Service Desk Agent.
• Capability to serve and help over the telephone.
• Chat customer service capability.
• General IT know-how and understanding.
• Windows environment troubleshooting.
• Network-related troubleshooting.
• Hardware and general application troubleshooting.
• 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 ServiceDeskAgent in the subject line.

We work with ongoing recruitment, so send in your application as soon as possible.