Service Desk Analyst

Would you like to work in a changing IT environment focused on improvements, with a strong customer focus? Are you interested in things like customer service, problem solving and effectiveness? Do you like working with frontline IT support, for both software and hardware? If so, this is the perfect job for you!

Sandvik IT is the Sandvik Group's internal company with responsibility for infrastructure, application development and systems management in the IT area. We are now looking for four Service Desk Analysts for our Service Desk.

Key performance areas
As a Service Desk Analyst you are the first point of contact for our customers and provide IT support and service for users of the Sandvik IT environment, working in accordance with established processes and instructions. Your primary responsibility will be to provide frontline support by phone, but also includes:
- Investigation and diagnosis by phone, remote support and email
- Logging all calls and emails in the incident handling system
- Supporting users in the use of computer equipment and internal systems by providing necessary training and advice
- Resolving incidents and fulfilling requests
- Maintaining a high degree of customer service for all support queries while adhering to all Service Level agreements
- Escalating more complex problems to the relevant 2nd/3rd line groups
- Sharing knowledge and experience with colleagues globally, providing assistance on technical issues

Your profile
We are looking for someone with a high school diploma or higher education and experience of working within a service organization. Experience with Active Directory is advantageous. We expect that you have experience working with customers and good knowledge of XP and Windows 7, while knowledge of Mainframe and Windows Servers is also desirable. Good knowledge of Swedish and English is a prerequisite. Additionally, good knowledge of Finnish will be to your advantage.

You have a high level of customer service orientation and strong communication skills. You are an analytical team player, who takes on technical challenges with determination and works flexibly in a changing environment.

We actively work to create a workplace that is characterized by diversity and inclusion.

Contact information
For further information about this position, please contact:
Linda Adamsson, recruiting manager, +46 (0)26 261 601

Union contacts
Urban Höög, Unionen, +46 (0)26 261 713
Anna-Karin Wedin, Akademikerföreningen, +46 (0)26 262 780
Peter Olsson-Andrée, Ledarna, +46 (0)26 261 984

Send your application no later than May 11, 2014. Read more about Sandvik and apply at www.sandvik.com/career, Job ID: 329869.

For more information about the recruitment process, please contact HR Services, +46 (0)20 261 444.

Recruiter
Marit Gisslar

Sandvik is a global industrial group with advanced products and world-leading positions in selected areas - tools for metal cutting, equipment and tools for the mining and construction industries, stainless materials, special alloys, metallic and ceramic resistance materials as well as process systems. In 2013 the Group had about 47,000 employees and representation in 130 countries, with annual sales of about 87,300 MSEK.