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IT Service desk Associate

19 hours ago

Tallinn, Harjumaa, Estonia JSAN Full time

Job Description:

Roles and Responsibilities:

  • Voice Support/Email/chat and ticket technical Support to ensure closure as per ITIL Incident Management process.
  • Fluent in speaking Finnish
  • Follow-up/ update ticket for every call/ticket to ensure timely closure.
  • Call ownership, drive to resolution and communication with customer.
  • Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey (NPS).
  • Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers.
  • Proactive monitoring & Perform documented Escalation process. 
  • Troubleshooting on Application Support (Off Shelf or Customized)
  • Troubleshooting on Printers & MFD's
  • Troubleshooting on VPN software and Collaboration tools
  • Troubleshooting on Password Reset tools and Remote Control tools
  • Troubleshooting of MS Windows & Office, Desktops, Laptops, iPAD Peripherals, mobile devices and Networking
  • Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)

Applicant's Specifications & Qualification:

  • Exposure on ITSM ticketing tools (Service Now)
  • Working knowledge of ITIL framework.
  • Exposure to similar role for a minimum of 1-2 years.
  • Required for 9/5 Finnish language support
  • Experience on Desktop support, application support
  • 2 year or more experience in similar role.
  • ITIL V3 or above Service Desk Analyst (preferred)
  • Team player
  • Ability to work with minimum supervision.
  • Ready to extend as per the business requirements.