About InfoCare
We are providing brand independent IT hardware Management and Staffing Consulting Services in the Nordics with focus to make technology work.
Working at InfoCare
We regard our employees as our most valuable asset and aim to be a company where people enjoy working and where everyone is respected regardless of gender, ethnicity, religion, disability, sexual orientation or age.
DO YOU LOVE HELPING OTHERS AND WORKING WITH SUPPORT? DO YOU WA... Visa mer
About InfoCare
We are providing brand independent IT hardware Management and Staffing Consulting Services in the Nordics with focus to make technology work.
Working at InfoCare
We regard our employees as our most valuable asset and aim to be a company where people enjoy working and where everyone is respected regardless of gender, ethnicity, religion, disability, sexual orientation or age.
DO YOU LOVE HELPING OTHERS AND WORKING WITH SUPPORT? DO YOU WANT THE OPPORTUNITY TO WORK WITH A WELL KNOWN COMPANY? THEN THIS MIGHT BE THE JOB FOR YOU!
ABOUT THE POSITION
The main responsibility of the 1st Level Support is the correct and timely registration and handling of the notified service requests (incidents, questions and complaints) and undertaking an immediate effort in order to restore a failed IT service as quickly as possible.
Also the monitoring of the handling and reporting to the notifier is a part of the Incident Management process handled by the Service Desk acting as a 1st level support.
The responsibilities of the 1st level support include:
* providing the first point of contact for the end users;
* providing information about the status of an existing ticket and updating the existing requests;
* registering and handling the notified issues against the agreed service levels;
* managing, monitoring, tracking and reporting the service requests against multiple service levels;
* diagnosing and resolving the incidents to provide a fast resolution, and referring the incidents on to other support teams if the request is of a complex nature, requires a site visit, or needs to be referred to a specialist team.
1st Level support is performed by the Service Desk that acts as a Single Point Of Contact for all the End Users and utilizes an innovative service model to maximize the number of contacts that can be resolved at the Service Desk, thus minimizing the number of issues being escalated to the other resolver groups or onsite support teams. This model utilizes a Service Desk 2nd level support of more experienced specialists as an internal escalation point, as well as self-support tools, a knowledge base, and case-based reasoning tools.
ABOUT YOU
You can stay independent in your work and perform well even when under stress and strict deadlines. You feel comfortable with taking responsibility over your work. You are fluent in English and you have at least good knowledge in Swedish so you can communicate verbally when needed. A 24x7 environment is not a problem for you. Problem solving is something that you enjoy doing and feel comfortable with.
REQUIRED SKILLS
* Desktop support experience
* Effective Communications Skills
* Team player
DESIRED SKILLS
* Office 365 Administration experience required
* knowledge of ITIL processes and procedures
* knowledge on: Active Directory, Proxy, DNS, Group Policy
* relevant certifications and diplomas
WHY CHOOSE INFOCARE
* Strong focus on employee satisfaction
* Great opportunities for career development
* Commitment to reduce environmental footprint
* Offices and branches in all Nordic countries
APPLICATION
By applying to this position, you are being considered for multiple like positions within our organization. For most positions as a1st Level Support we require a minimum work experience of 1-2years, full professional proficiency in English and elementary proficiency in Swedish. Ability to meet basic security screening requirements is also required. To be considered for employment you must fulfil the requirements for, and preferably hold, a work permit in Sweden.
You will be asked to answer some initial questions, this will take approximately 2 minutes. You will be able to change or update your responses after creating your profile with us.
Please submit yourCV in English. If you submit your CV in Swedish you will needto upload your cv in English as soon as possible to be considered for this position.
Subcontractors and staffing agencies will not be considered.
WE LOOK FORWARD TO HEARING FROM YOU!
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