IT Support

The purpose of this role is to ensure the maintenance and support IT services and equipment within the IT Support’s applicable responsibility area of Nordics are provided. This includes support to associated infrastructure. These support services are to be delivered according to acceptable service levels. Accountabilities include ensuring efficient end-user delivery and support for shared and local services and operation of local services.

Key Duties and Responsibilities:
Main responsibilities:
• Accountable for efficient provision of local IT Operations support services within Malmö HQ and the Nordics. These include:
o The installation, configuration and delivery of local IT assets and services to the workforce in line with Group It standards
o Troubleshoot, diagnose and solve hardware/software incidents/requests/problems
o Offer advice and guidance to users and other IT colleagues where necessary and/or appropriate work around(s) to incidents and problems
• Accountable to execute a defined service delivery model through the use of the group Service Desk application as defined by Group IT Operations Delivery
o Work to KPI thresholds for incident(s), request(s) and problem(s)
• In conjunction with local Management:
o Manage purchase ordering of IT equipment and Mobile devices (as required)
o Manage technology contracts and suppliers(as required)
• Provide initial point of contact for Malmö HQ and Nordics Management in relation of Group IT Operations in the Nordics region.
• Provide and assist other Global IT colleagues as required.

Knowledge/Skills/Experience:
• Associate/Bachelor degree in Computer Information Systems or related field (preferred).
• Certification in Microsoft and/or network solutions (preferred).
• 3-5 years providing end-user support for laptops, desktops, applications and telecommunications.
• 3-5 years experience working with Microsoft Windows Operating System and Microsoft Office software.
• 3-5 years installing, upgrading, troubleshooting and repairing networked computers.
• Experience with Apple IOS and Mobile Device Management
• Experience with Microsoft Active Directory.
• Experience with SCCM (preferred)
• Experience with Wireless Networks and Mobile Solutions.
• Experience with the use of BMC Remedy/Helix or similar Service Desk system
• Experience with or knowledge of ITIL
• Advanced skill set in Microsoft Outlook.

Personal Qualities:
• Excellent interpersonal, verbal and written communication skills at all levels within the business.
• Ability to deal effectively with all internal customers and external business contacts while conveying a positive, service oriented attitude.
• Demonstrated ability to work independently.
• Demonstrate ability to take direction and communicate effectively with remote team members.
• Demonstrated experience troubleshooting technical issues, identify root cause resulting in a methodical resolution.
• Ability to support and train end-users in hardware and software applications.
• Understand technical information and translating it into terminology which corresponds to the end-user.
• Ability to maintain complete confidentiality and discretion in business relationships and exercise sound business judgment.