Service Desk Agent (Danish Speaking)

Job description:
We are looking for a Service Desk technician to work with the following tasks:
Handle calls and tickets as defined in processes.
Ensure Service Desk SLA’s and KPI’s are met.
Ensure that routines and process are followed.
Actively ensure that tickets are handled in a satisfactory manner.

Working on Phone/Mail/Chat/Web:
Handle incoming support calls from customer users (within SLA).
Handle incoming mail from customer users (within SLA)
Handle incoming chats from customer users (within SLA)
Handle incoming Web tickets from customer user (within SLA)

Supporting people with:
Log/update tickets for incoming calls.
Handle tickets as defined in Supporting procedures/processes and Knowledge Base.
Log and categorize tickets in Service Now ticket management system.
Technical troubleshooting of computers, printers, network etc.
Troubleshooting of systems and applications.
Handle order requests from customer user (permissions, hardware, software etc.)
Answer questions from customer users as defined in scope.
Guide customer users in supported systems and applications.
Transfer tickets to 2nd line/third party as defined in processes.
Work according to ITIL v3, Incident Management.

Required skills:
Experience of supporting Windows (Vista, XP, Win7,Win10)
Experience of customer service/support by phone, chat and email
Experience of ITSM tools ticket system e.g. Service Now
Be fluent in Danish and English, spoken and written

Personal Profile.
Have a positive attitude
Have a responsible personality
Have a sense of responsibility
Excellent interpersonal skills
Be service minded
Be a Team player
Able to work in shift 24/7 (if required)

Start: Asap
Duration: 6 months
Location: Gothenburg
Work load: 100%
Working language: Danish, English