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Job description
About the team: This position sits under the Head of IT Support who reports to the Global IT Director. This ensures quick decisions and the possibility to create real change.
Responsibilities
- Timely response to IT-queries through calls, emails and self-service and resolve them remotely or at the office.
- Act as the first point of contact for all IT support related queries.
- Provide hardware & software support.
- Ensure communication to management for all on-going critical incidents or escalations.
- Help coordinating tickets end-to-end and managing customer expectations
- Identify, capture, prioritize and isolate end user IT-related issues and provide resolution.
- Ensure tickets are escalated as per the escalation matrix provided.
- Contribute to knowledge base articles as in FAQ, training manuals and end user guidance documents.
- Collaborating with internal departments to ensure swift solutions.
- Research solutions either provided by technical teams or any search engine
- Adhere to set standard processes and Service Desk procedures.
- Log all Service Desk communications and document resolutions.
- Follow the end user communication plan
Qualifications
Experience from working with;
- Google Workplaces
- Azure AD
- Office 365
- Teamviewer
- Iphone, Mac, PC
- Experience from working with OnSite Support, software installations, case handling and troubleshooting
- A strong customer service orientation.
- Team player.
- Ability to communicate with people in different layers of the organization.
- Fluency in Swedish, English & GERMAN (English is the company language).
Experience in the retail industry. Basic understanding of ITSM processes.
Missing some of the skills? Do you not see yourself in all skills listed, but still feel a passion for the role? We believe in people who are interested in Flipping the Ladder. Please let us know why you would still be a good fit and what transferable skills would be applicable to this role from your past experience.
Experience
1-3 år
About the company
With more than 600 000 employees in 38 countries, Randstad is the global leader in the HR services industry and offers staffing, consulting and recruitment solutions in all areas of expertise. We also offer interim management, executive search and outplacement services. We have a large network of clients and candidates, which means that we convey hundreds of jobs within different industries all over Sweden. Our ambition is to be the best employer in the market.
By combining our passion for people with the power of today’s technology, we help people and organizations to reach their true potential. We call it Human Forward.