IT Service Desk Agent

Statoil Fuel & Retail is a leading Scandinavian road transport fuel retailer with over 100 years of operations in the region. We have a broad retail network across Scandinavia, Poland, the Baltics, and Russia with approximately 2,300 full-service (fuel and convenience) or automated (fuel only) stations. Including employees at Statoil branded franchise stations, about 18,500 people work at our retail sites across Europe, in our corporate headquarters, our eight regional headquarters, our terminals and depots. Statoil Fuel & Retail is a wholly-owned indirect subsidiary of Alimentation Couche-Tard, Inc. and part of a network of more than 8,100 stations and 70,000 passionate retailers welcoming more than 30 million visitors every week.

We are looking for another passionate retailer to join our team in a fun, international, dynamic and inspiring work environment.

We are looking for an enthusiastic and self- motivated IT Support professional who will be working as part of the Service Desk team, the successful candidate will be responsible for taking first-line support calls from internal users for all IT supported systems and technologies.

Within this role you will have responsibility for entering information into the Service management system, fixing issues, monitoring the call status, and where necessary escalating calls to the next appropriate level of management and support.

• Support users in daily operation issues
• Analyze and document reported issues and outages - determine severity and impact of reported issues, and begin incident management process
• Deliver high levels of customer service at all times and ensure compliance with Service Level Agreements (SLAs)
• Proactive monitoring of applications and infrastructure
• Create and maintain Service Desk documentation in the Service Management tool, HEAT
• Document solutions into Knowledge Base articles to improve service delivery and quality
• Support and troubleshoot enterprise applications, client server and web-based solutions
• Use of Remote support and desktop sharing technologies
• Connectivity and networking support and troubleshooting in complex, multi-site LAN/WAN environment
• Be part of 24/7 on duty service

• Comprehensive understanding of IT technology and  support systems
• Experience in IP Networks, Active Directory, Remote tools assistant
• Experience in using Service Management systems, preferable Heat
• Familiar with Service management processes, particular Incident management
• Very good relationship skills in interactions with internal stakeholders and external suppliers
• Good Microsoft Windows knowledge
• Good Microsoft Office knowledge (Word, Excel, Outlook)
• Experience with implementation of new functionality in IT systems
• Experience in following up KPI’s for IT services and systems
• Fluent in English, verbal and writing is required
• Ability to work in a team
• Ability to solve issues "on your own"
• Bachelor degree in Computer Science
• Minimum 1 year experience in 1st line IT support

To find out more about this opportunity, please contact Wojciech Mokrzysiak, Wojciech.Mokrzysiak@statoilfuelretail.com  or by phone: +605 442 702

Our DNA, ACT with PRIDE, is at the core of our management system. It drives our performance, and guides us in how we do business, how we work together, and how we act towards external stakeholders. We welcome your application.