SWEDISH IT Support / Technical Support / Service Desk / IT Help Desk
JSAN Consulting , Hungary

SWEDISH SPEAKING IS MANDATORY

Scope of position

• The IT Service Desk Analyst will provide first line technical support to users. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of user’s problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

Key responsibilities

• Act as a single point of contact for phone calls, chat and emails from users regarding IT issues and queries
• Record incident resolutions in the Help Desk tool based on user communication via phone, email, chat etc.
• Ensure that issues are resolved within ticket life cycle
• Co-ordination between users and resolver groups (if necessary)
• Incident handling and escalation management
• Work independently and within a team
• Communicate well with internal and external contacts
• Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
• Adhere to Tech Mahindra and client’s procedures, policies and guidelines
• All KPI related tasks must be followed & adhered to avoid business impact
• To ensure that breaks are pre-approved by SME, Team Leader or Manager
• Strong problem resolution skills
• Escalate unresolved calls to the resolution support team
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI

Key responsibilities

Act as a single point of contact for phone calls, chat and emails from users regarding IT issues and queries

Record incident resolutions in the Help Desk tool based on user communication via phone, email, chat etc.

Ensure that issues are resolved within ticket life cycle

Co-ordination between users and resolver groups (if necessary)

Incident handling and escalation management

Work independently and within a team

Communicate well with internal and external contacts

Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members

Adhere to Tech Mahindra and client’s procedures, policies and guidelines

All KPI related tasks must be followed & adhered to avoid business impact

To ensure that breaks are pre-approved by SME, Team Leader or Manager

Strong problem resolution skills

Escalate unresolved calls to the resolution support team

Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

To maintain a high degree of customer service for all support queries and adhere to all service management principles

Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI

Job Rewards and Benefits