Position purpose
We are looking for a person experienced with Service Desk responsibilities who will act as a Senior Analyst responsible for handling difficult cases and assisting with coordinating the Service Desk workload
Main Accountabilities
- Acting as a senior member of the team being able to advise and mentor Service Desk Agents
- Troubleshooting/resolving advanced issues and requests
- Acting as a 2nd line support in accordance with existing knowledge articles and procedures
- Acting as an overflow support for Tier 1 contacts
Candidate’s profile
- Capacity to adapt and learn
- Good team player
- Attention to detail
- Ability to manage and collaborate with other teams
Requirements
- Excellent English and Swedish language skills
- Outstanding Customer Care skills
- Organizational skills and “can do” attitude
- Proactive approach
- Able to work with minimum of supervision
- Good organizational skills
- Ability to share technical knowledge within the team
- Detail oriented
- Basic ITIL knowledge
- ISC knowledge will be an asset
- ServiceNow experience will be an asset
Atmosphere
- Working with great people and in legendary atmosphere
- No formal dress code
- Annual family picnics
- Unforgettable integrational events
- Employee volunteering opportunities and interesting CSR projects
- We value and respect diversity in terms of gender, nationality, roles, age, interests
- Internal celebration initiatives: Children\'s Day, St. Nicholas Day and many more
- Supporting employees\' hobbies: Business Run, e-sport games, basketball, volleyball
Development
- Development in expert or leader competencies
- Broad training offer with possible co-funding
- Access to Harvard Business Review knowledge base
- Introduction plan for new employees and Buddy Initiative
- A wide range of instructor-led and e-learning trainings
- Co-financing for post-graduate studies and courses
- Many companies under one roof / internal headhunters
- Internal development events: conferences, meetings, communities
- Education First platform for learning English online
Capgemini is one of leading global companies offering consulting and IT technologies.
The Cloud is fashionable – everyone’s talking about it, many use it, but only few know what it consists of, how it works, how to access it, and how to take care of it. It is us, Cloud Infrastructure Services, who understand the subject thoroughly. From high level services, through managing equipment and operating systems, internal or access networks to managing applications, IT operations, availability, configurations, and changes. By working in an international environment, we use a number of foreign languages.