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Service Desk Analyst

Publicerades: 18:e Juni 2017 Sista ansökningsdagen: 30:e Juni 2017

HCL is the world's largest entrepreneurship and Infrastructure Services division at HCL has managed IT infrastructure operations for more than 250 customers over the past two decades. HCL is driving value to businesses in Sweden's highly competitive economy by delivering information and communications technologies that are helping them build efficiencies, reach newer markets, and gain a competitive edge. HCL has established offices in the cities of Stockholm, Gothenburg, and Helsingborg to cater to its Swedish customers' business needs. As part of HCL's commitment to the Nordic region, the company has had a legal entity and a collective labor agreement in Sweden since 2012.
HCL's Nordic journey began in 1999 with a regional headquarters in Stockholm. Today we have 6 local offices and 3 Delivery Centers with over 2500 consultants doing transformational work for over 30 Nordic customers.
We have few roles for Service Desk Agents in Gothenburg Sweden, please find below the details:

Job Description
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users
- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
- Administer and provide User account provisioning.
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
- Perform user account management activities
- Should have hands on experience windows based client operating systems like windows 7, vista, XP
- Knowledge on server, Network, storage and other IT Infrastructure devices
- Knowledge of Active directory, exchange
- Knowledge in ITSM tools like service now, Remedy and etc.
- In depth Knowledge on MS office suit
- Knowledge on Internet browsers, VPN and remote dial in users and other desktop applications like WinZip, Acrobat and etc.
- Support knowledge on laptop, desktop, printers PDA, blackberry
- Escalate complex problem to appropriate support specialists
- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
- Troubleshoot client software and basic network connectivity problems
- Identify, evaluate and prioritize customer problems and complaints
- May train users and operators on a limited basis and/or may write training procedures
- Participate in on-going training and departmental development
- Routine maintenance updates with other IT staff and business units
- Provide all required documentation including standards, configurations and diagrams
- Provide knowledge transfer of EUC operations
- Should have strong verbal / written communication.
- Should have very good knowledge in English and at least one regional Language(German, Italian, Spanish, Russian, Mandarin, Japanese
- Excellent interpersonal skills with the ability to influence both I.T. and the business
- Should be able to work in 24*7 shift.

- Incident management
- Providing, Phone, email and chat support to end users
- User access management
- Documenting the issue, resolution and maintaining the Knowledgebase
- Creating and maintaining the knowledgebase about the issues that they are handling.
- Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
- Vendor Management
- Support and document Installations, moves, adds, and changes (IMACs)
- Metrics and reporting
- Should be able to work in an on-site/off-shore model - ensuring seamless communication with the offshore team to achieve service Levels
- Able to work well with little direction and in a team atmosphere
- Ability to triage effectively under pressure

Work Location
- Goteborg, Sweden
Language Dependency
- (Swedish + Danish + English) or (Finnish + English)

As a person you are structured and organized. You have a positive attitude and high working moral.

Varaktighet 3 - 6 månader

Ansökan skickas till

HCL Technologies Sweden AB


Data & IT



Antal platser:


Sista ansökningsdag:

30:e Juni 2017


Göteborg, Göteborg

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