Role Summary:

The Service Desk Analyst will be joining a team providing first class technical user support to ensure calls to the Service Desk, either by email, telephone, self-service or ‘walk-in’ are logged, tracked and managed as required through to closure.

The Service Desk Analyst will provide desk side support including resolving hardware and software faults, conducting laptop and desktop builds across RLDatix offices based from the Stockholm office.

Prerequisites for this role are strong technical skills, excellent interpersonal skills with the ability to converse effectively at all levels.

The successful candidate will be used to working autonomously, be self-sufficient and comfortable working in a corporate environment. The role would suit someone with a couple of years’ experience in a similar role.

Responsibilities:

• Provide 1st and 2nd line support for employees, corporate internal systems, applications and services in all geographical locations

• Escalate calls to internal and external support providers where necessary

• Interact with employees on all levels to help resolve IT related issues and provide answers in a timely manner

• Use of a central service desk system for all requests and incidents

• Respond to calls within specified time frames

• Ensure all procedures are suitably documented and published in accordance with current service standards

• Ensures that company assets are maintained responsibly

• Oversee new starter and leaver processes working with departmental heads to ensure systems are updated according

• Install and maintain local demo environments for TimeCare products for support, account managers and consultants

• Purchasing of IT equipment and mobile phones

Skills/Qualifications/Experience Required:

Experience in the following areas desirable but not essential:

• Windows 10

• Mobile technologies (iPhone/IPad)

• Active Directory Administration

• Office 365 and Teams administration

• Graduate/college educated in an technical discipline

  Interpersonal Requirements:

• Strong communication and interpersonal skills, both over the phone and in person in Swedish and in English

• Ability to be flexible to work with a wide variety of technology and end user skill level and maintain a professional manner in dealing with all users at all times

• Service orientated

• Ability to multi-task

• Show ability to work in a team environment.

• Effective use of time management skills

• Strong analytical and problem solving skills