Are you our new helpdesk analyst?

Job description

The Helpdesk analyst will provide first line technical support and user administration within Teleperformance Nordic IT.

Working with applications/systems to undertake 1st line analysis, diagnosis, and resolution of problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

Coverage includes the Teleperformance sites in the Nordic region as well as remote users and users at clients offices and home workers

Responsibilities
As a helpdesk analyst you will:

- Conduct support in line with corporate rules and within the SLA
- Act as the first point of contact for phone calls and service desk tickets from staff concerning IT incidents and IT requests.
- Working with the helpdesk ticket flow with target to solve 80% of all tickets within the helpdesk team.
- Receiving, logging and managing calls from internal staff via telephone and service desk tickets.
- Maintaining and document changes, policies and processes in Teleperformance IT.
- 1st line support - troubleshooting of IT related problems, all from software to hardware, such as Laptops, PCs and Printers and other IT-systems.
- Ensuring that the correct licenses are used and managed in a secure and documented manner, following the company rules and processes.
- Continuously create and update support documentation to assist staff with information about Teleperformance IT processes.
- Assist other supporting functions with IT related or administrative tasks when requested by the supervisor or IT Operations manager.
- Participate in tech oriented development projects concerning infrastructure, network and telephony.
- Assess that users follow the corporate IT-usage guidelines.
- Administrate user accounts and access rights to various systems.
- Ensure that IT provides a relevant and updated working environment for employees, concerning data, telephony and network.
- Follow up on logs and monitoring of systems.
- Keep updated on the company and its development through suitable forums.
- Participate in TP Policy tasks initiated by the security manager.
- Participate in GECSP and GDPR tasks initiated by responsible partie.


Profile

- Wide relevant technical knowledge within the IT-area
- Stress tolerance and Service minded
- Excellent communication skills and telephone manner.
- Excellent organizational skills
- IT Service Desk and Contact Centre experience
- Excellent skills in English communication in writing and speaking.
- Incident Management experience - Managing incidents including business expectations.