Service Desk Analyst
New
United KingdomFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English and Swedish
- Required Skills
- Customer serviceTroubleshootingServiceNow
Requirements
- Experience in a Service Desk or similar IT support environment
- Experience using ServiceNow ITSM workflows
- Strong customer service, listening, and communication skills
- Fluent speaking and writing of English and Swedish
- Detail-oriented with solid judgment and initiative
- Ability to troubleshoot and resolve technical issues independently
- Knowledge of Microsoft Office365 and standard network tools
- Familiarity with ITIL principles
Responsibilities
- Address and resolve non-major incidents and service requests in ServiceNow
- Deliver excellent customer service and professional support
- Escalate or reassign unresolved incidents to appropriate teams
- Analyse and resolve hardware/software issues using standard tools
- Document case details clearly including steps taken and customer impact
- Meet performance metrics including CSat and QA standards
- Create and update knowledge articles to support First Call Resolution
- Participate in after-hours and on-call rotations for 24/7 coverage
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