Service Desk Engineer

Service Desk Engineer
Profile

Role owner requirements and specifications:

• Minimum 6 month of experience of supporting Windows (Vista, XP, Win7)
• Minimum 6 month of experience of customer service/support by phone
• Experience of ticketing tool, IT-support
• Be fluent in Swedish and English, spoken and written
• Have a positive attitude
• Have a responsible personality
• Have a sense of responsibility
• Be service minded
• Be a Team player

Meritorious knowledge:

• Experience of user account and password management
• Network knowledge
• VPN knowledge
• Account management/permission management (Active Directory)
• Settings and folder management in Outlook

1.2. Individual responsibilities

Ensure high availability on phone.

Have high readiness for incoming calls.

Handle calls and tickets as defined in processes.

Ensure that defined individual goals are met.

Ensure that routines and process are followed.

Have an open-minded approach and be receptive towards educations.

Contribute to a good team spirit.

Actively ensure that tickets are handled in a satisfactory manner.
Phone

• Handle incoming support calls from customer users.
• Be available for incoming calls.

Support

• Log/update tickets for incoming calls.
• Handle tickets as defined in processes and Knowledge Base.
• Log and categorize tickets in case management system.
• Technical troubleshooting of computers, printers, network etc.
• Troubleshooting of systems and applications.
• Handle order requests from customer user (permissions, hardware, software etc.:
• Answer questions from customer users as defined in scope.
• Guide customer users in supported systems and applications.
• Transfer tickets to 2nd line/third party as defined in processes.
• Register update suggestions on existing Knowledge Base-articles.
• Register new Knowledge Base-article suggestions.

Education and quality

• Attend educations proposed by Education Responsible and/or Quality Coach.
• Actively perform and improve on feedback given by Quality Coach.