Vacant job

Role: Service Desk Agent

Experience: 2-4 years

Location: Malmö, Sweden

Language requirement for position:

Fluency in Swedish, Finnish, 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 the first and single point of contact for all IT-related issues.

• Handling incoming calls (Phone/Email/Web, and Chat) in a professional and courteous manner.
• Correctly logging incidents/requests, categorizing and prioritizing, initial triage, and assigning them to the correct team (if not First Time Fix (FTF)) in line with defined procedures.
• Ensuring all Incidents/Requests are progressed and 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.
• Maintaining and developing own knowledge and skills to assist with first-time fault resolution.
• Identifying and escalating repeat issues or service risks into service management teams.
• Sharing knowledge with team colleagues and conducting training sessions for new hires.
• Creating Knowledge Items for the desk in collaboration with L2 teams.
• Managing 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.
• ITSM tool experience and capability to document.
• Understanding the requirements of a Service Desk Agent.
• Capability to serve and help over the telephone.
• Chat customer service capability.
• IT-related general 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 FINServiceDeskAgent in the subject line.

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