We are looking for a Service Desk - IT Technician to a large nordic company

Service Desk - IT Technician

Main Responsibilities

• Ensure a high level of customer service and support to our users
• Accurately log incoming tickets in the ITSM tool (ServiceNow), perform basic troubleshooting, and resolve issues using knowledge base articles and workarounds
• Provide both proactive and reactive user support via phone, email, or other communication channels to resolve technical problems and inquiries
• Take ownership and make sure the user is continuously updated on the progress, estimated resolution time, and provide clear and easy-to-understand technical information
• Collaborate with other specialists or IT Service Managers to resolve more complex or time-consuming cases
• Escalate to the Incident Manager according to the incident management process and create Problems when necessary
• Mainly work on-site
• Together with the rest of the team, be responsible for keeping the knowledge base up to date and creating new knowledge articles when needed

Personal Qualities

• Technical skills: Basic understanding of common IT systems, applications, networks, and security to provide effective support
• Understanding of the ITIL framework, including Problem, Change, Incident, etc
• Communication skills: Clear, friendly, and professional communication in both writing and speaking, in Norwegian and English, to give users a great experience. (Service-minded)
• Problem-solving skills: Ability to systematically analyze and resolve technical issues
• Teamwork: Collaborate with colleagues and the team to efficiently resolve complex cases and contribute to a positive and friendly workplace
• Time management: Ability to handle and prioritize multiple cases at once while maintaining service levels
• Driven and eager to grow
  

To succeed as a support technician at the Service Desk, we think you should meet one or more of the following requirements:

• Relevant education or work experience in IT
• A strong interest in IT and a curiosity that drives you to learn more
• At least one year of experience working in a Service Desk
• Previous experience with customer contact or on-site user support
• Prior experience with phone support
• Knowledge and experience with Microsoft 365, G Suite, and ticketing systems
• Experience with account management in AD/AAD and permission management
• Experience with printers, hardware, and services
  

We'd love it if you:

• Can communicate fluently in Norwegian/English, both written and spoken
• Are a problem-solver with strong communication skills, both with colleagues and customers
• Are a team player who enjoys working with others
• Are responsible, attentive, and engaged

Hos Eccera blir du en del av et digitalt økosystem der mennesker, kompetanse og teknologi utvikles sammen. Uansett om du er i starten av karrieren eller ønsker å ta neste steg, hjelper vi deg å vokse med mening og innflytelse.