IT Service Desk

5 hours ago

Tallinn Metropolitan Area, Estonia JSAN Consulting Group Full time

Role: Service Desk Associate / IT Support - Finnish speaking

Location: Tallin, Estonia. (Remote work)- need to visit Client Office when ever required

It is a long term B2B Contract (Freelance)

Monday to Friday (Day shifts Only)

8 working Hours /day

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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