Service Desk Analysts

Would you like to work within an IT environment in change, where the focus is improvements and customer focus? Are you interested in things like customer service, problem solving and effectiveness? Do you like working with first line IT support, 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 two Service Desk Analysts for our Service Desk department.

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 customers and users of the Sandvik IT environment, working in accordance with established processes and instructions.

Your primary responsibility will be to provide first-line support by phone, but also including:
- 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/requests
- Maintaining a high degree of customer service for all support queries and adhering to all Service Level Agreements
- Escalate 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 with 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.

Contact information
For further information about this position, please contact:
Sara Svedberg, recruiting manager, +46 (0)26 261 829
Martin Wirdby, HR Advisor, +46 (0)26 261 827

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 October 27, 2013. Read more about Sandvik and apply at www.sandvik.com/career, Job ID: 326206.

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

Recruiter
Mónica Södermark-Puentes

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 2012 the Group had about 49,000 employees and representation in 130 countries, with annual sales of about 99,000 MSEK.