Service Desk Agent - Stockholm - Swedish speaking

Service Desk Agent - Stockholm - Swedish speaking

(Servicedesk, Service Desk, Level 1 Support, First Line Support, 1st Line Support)

One of our Blue Chip Clients is urgently looking for a Service Desk Agent.

Please find some details below:

The Service Desk Agent at the SD (Service Desk) is responsible for provide technical support and service for end users belonging to the customer. The SD also act as SPOC (Single Point of Contact) for the customer IT and is thus responsible for referring customer to other sources of information or provide updates on ongoing incidents. The work was previously done 24/7 but has now been reduced for the past year to 05:00-22:00, including weekends and national holidays. Agents are expected to be able to work shifts days and afternoon. During OOOH agents take full responsibility over the operation.

Daily responsibilities include:

Work incidents in accordance with current work instructions. Agents are also responsible to keep themselves updated with information supplied through e-mail, Share Point, boards etc.

Following established routines and process for the work at the SD. This includes monitoring and escalated incidents with high priority and coordinate with other vendors.

In addition, as agents also work at the SD during OOOH they also have full responsibility for incident management status throughout their shifts.

Reports and documentation:

- Log time reports for each working week

- Complete allocated corporate training

- Keep their My Path documentation updated

Meetings:

- Participate in ad hoc meetings set within the operation of the SD

Tasks:

- To stay available and accept calls in a timely fashion

- Log all incoming calls and create or update incidents

- Monitor and act upon open incidents

- Maintain incident management

- Escalate priority 2 incidents in accordance with MIM (Major Incident Management) process

- Provide orderly handovers at the beginning and end of the shift-

- Escalate knowledge gaps of agent or agents to the team leader.

- Escalate tools and access issues to the SD Team Leader or SDM (Service Delivery Manager)

- Escalate or produce missing documentation for easier work further on to SD Team Leader or SDM.

Please send CV for full details and immediate interviews. We are a preferred supplier to the client.