Centric It Academy

Oslo

Kim Borg

Account Manager

Service Desk - IT Technician  Main Responsibilities<ul><li>Ensure a high level of customer service and support to our users</li><li>Accurately log incoming tickets in the ITSM tool (ServiceNow), perform basic troubleshooting, and resolve issues using knowledge base articles and workarounds</li><li>Provide both proactive and reactive user support via phone, email, or other communication channels to resolve technical problems and inquiries</li><li>Take ownership and make sure the user is continuously updated on the progress, estimated resolution time, and provide clear and easy-to-understand technical information</li><li>Collaborate with other specialists or IT Service Managers to resolve more complex or time-consuming cases</li><li>Escalate to the Incident Manager according to the incident management process and create Problems when necessary</li><li>Mainly work on-site</li><li>Together with the rest of the team, be responsible for keeping the knowledge base up to date and creating new knowledge articles when needed</li></ul> Personal Qualities  <ul><li>Technical skills: Basic understanding of common IT systems, applications, networks, and security to provide effective support</li><li>Understanding of the ITIL framework, including Problem, Change, Incident, etc</li><li>Communication skills: Clear, friendly, and professional communication in both writing and speaking, in Norwegian and English, to give users a great experience. (Service-minded)</li><li>Problem-solving skills: Ability to systematically analyze and resolve technical issues</li><li>Teamwork: Collaborate with colleagues and the team to efficiently resolve complex cases and contribute to a positive and friendly workplace</li><li>Time management: Ability to handle and prioritize multiple cases at once while maintaining service levels</li><li>Driven and eager to grow  </li></ul>To succeed as a support technician at the Service Desk, we think you should meet one or more of the following requirements:<ul><li>Relevant education or work experience in IT</li><li>A strong interest in IT and a curiosity that drives you to learn more</li><li>At least one year of experience working in a Service Desk</li><li>Previous experience with customer contact or on-site user support</li><li>Prior experience with phone support</li><li>Knowledge and experience with Microsoft 365, G Suite, and ticketing systems</li><li>Experience with account management in AD/AAD and permission management</li><li>Experience with printers, hardware, and services  </li></ul> We’d love it if you:<ul><li>Can communicate fluently in Norwegian/English, both written and spoken</li><li>Are a problem-solver with strong communication skills, both with colleagues and customers</li><li>Are a team player who enjoys working with others</li><li>Are responsible, attentive, and engaged</li></ul>

We are looking for a Service Desk - IT Technician to a large nordic company