Service Desk Analyst

1.1.1. Phone/Mail/Chat/Web
· Handle incoming support calls/Mail/Chat/Web tickets from customer users (within SLA).
1.1.2. Support
· 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, Problem Management etc.

1.1.3. Education and quality
· Participate in on-going training and departmental development
· Attend mandatory training
· Attend educations proposed by Manager, Education Responsible and/or Quality Coach.
· Actively perform and improve on feedback given by Manager/Team Lead and/or Quality Coach.