JSAN
JSAN Consulting provides technology consulting and staffing solutions throughout Europe, USA and APAC, and we pride ourselves on our highly professional and service focused approach. Our unique value proposition of being better, faster and less expensive is compelling to our clients, most of whom regard us as a long term partner helping them to achieve their business objectives.
Headquartered in Berlin, Germany and with operations in four countries in Europe, providing recruitment services, technology consulting, software development and outsourcing services.
The Role
Roles and Responsibilities:
Voice Support/Email/chat and ticket technical Support to ensure closure as per ITIL Incident Management process.
Fluent in speaking Finnish
Follow-up/ update ticket for every call/ticket to ensure timely closure.
Call ownership, drive to resolution and communication with customer.
Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey (NPS).
Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers.
Proactive monitoring & Perform documented Escalation process.
Troubleshooting on Application Support (Off Shelf or Customized)
Troubleshooting on Printers & MFD’s
Troubleshooting on VPN software and Collaboration tools
Troubleshooting on Password Reset tools and Remote Control tools
Troubleshooting of MS Windows & Office, Desktops, Laptops, iPAD Peripherals, mobile devices and Networking
Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)
Ideal Profile
Applicant’s Specifications & Qualification:
Exposure on ITSM ticketing tools (Service Now)
Working knowledge of ITIL framework.
Exposure to similar role for a minimum of 1-2 years.
Required for 9/5 Finnish language support
Experience on Desktop support, application support
2 year or more experience in similar role.
ITIL V3 or above Service Desk Analyst (preferred)
Team player
Ability to work with minimum supervision.
Ready to extend as per the business requirements.
What’s on Offer?
Work within a company with a solid track record of success
Flexible working options
JSAN
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