For a company in Lund we are searching for a Global Service Desk Consultat (swedish/english/italian) to Provide IT support for users IT environment remotely via phone/webchat and/or using remote assistance tools.

Main responsibilities:

• Comply to and promote Tetra Pak recommended processes and standards.
• Provide IT support for user IT environment remotely via phone/webchat and/or us-ing remote assistance tools
• Strive to solve tickets according to SLA, KPI’s and ticket handling documents.
• Identify incidents that might be potential problems according to problem manage-ment process.
• Receives and prioritizes issues and forwards using appropriate escalation proce-dures
• Collaborate with global and local support teams.
• Train and inform users promoting them to be self-sufficient.
• Update documentation / shared information on the service desk web portal

Technical skills:

• Provided support using phone and remote control.
• Extensive hands-on experience with latest Microsoft products.
• This includes Windows 10/11, Office 2016 / O365, Microsoft Teams and OneDrive.
• Hands-on experience with computer hardware.
• Ability to read, understand and follow technical documentation, routines and pro-cesses.
• A typing speed that exceeds 200 characters per minute.
• ITIL v3.0 Foundation
• ServiceNow
• Excellent spoken and written english/italian/swedish

Personal Skills:

• Good analytical, investigational and troubleshooting skills.
• Have the skills to manage stakeholders.
• Multitasking, having the ability to perform several tasks at the same time.

Soft skills:

• Service minded and flexible.
• Passionate to learn new things.
• Team player with natural talent in working with people.
• Can work under pressure and manage stressful situations confidently & effectively.
• Good awareness and appreciation of social and cultural differences.
• Structured and organized. Ability to handle work tasks in a structured way, finalizing the tasks at hand to enable good control.

• As a person you are reliable and analytical person who always takes accountability/responsibility and take feedbacks positively.

Experience:

• Provided support using webchat and remote control.
• Worked in a global, multicultural environment.