Service Desk Analyst with ENGLISH + SWEDISH
Ref.: GBS - 12028
Facts & Figures
| Job function | Customer Service | |||||||||
| Country | Various Countries | |||||||||
| Location | Various Locations  | |||||||||
| Position offered by | DHL IT Services Europe | |||||||||
| Reports to | Head of IT Services Europe Service Desk | |||||||||
| Career level | Entry Level/ Junior Professional | |||||||||
| Contract | Permanent (Full-Time) | |||||||||
| Travel required | No business travels | |||||||||
| Work permit required | No | |||||||||
| Start date | Immediate | |||||||||
| Relocation offered | None | |||||||||
| Shift work required | Rotational |
SUMMARY: To ensure that requests for assistance are accurately logged, assigned and responded to in a timely manner, according to agreed standards and procedures.
RESPONSIBILITIES:
- Following agreed procedures receives requests for assistance from users in a pleasant and professional manner. Maintains accurate log entries of requests with fault details and contact information.
- By adherence to escalation procedures, promptly allocates unresolved calls as appropriate. Maintains log entries and advises users of actions taken
- Following agreed procedures searches documentation and previous requests for assistance on related topics to establish possible solutions to calls. Documents any findings on the call log.
- Following agreed procedures responds to requests for assistance from users by providing information to enable users to solve their problems. Maintains accurate log entries of contact with resolution details and follow-up information
- Following agreed procedures, maintains and reports up to date and accurate inventory information on the organization’s IT assets.
REQUIREMENTS:
- Time Flexibility
- Ability to speak English + Swedish
- General IT background preferred
- Customer orientation within a multi site operation with excellent customer relationship skills
- Commitment to teamwork and sensitivity to cultural differences are essential
- Strong drive to solve problem with good analytical and problem-solving skills
BENEFITS:
- Attractive remuneration package and motivating bonus scheme
- Extensive benefits package including five weeks holiday, social activities, lunch vouchers and more
- On-going professional training and development
- Professional growth opportunities with a global leader in its field
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