IT Service desk Associate
2 days ago
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.
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