Service Desk - IT Technician

Main Responsibilities

Ensure a high level of customer service and support to our users
Accurately log incoming tickets in the ITSM tool (ServiceNow), perform basic troubleshooting, and resolve issues using knowledge base articles and workarounds
Provide both proactive and reactive user support via phone, email, or other communication channels to resolve technical problems and inquiries
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
Collaborate with other specialists or IT Service Managers to resolve more complex or time-consuming cases
Escalate to the Incident Manager according to the incident management process and create Problems when necessary
Mainly work on-site
Together with the rest of the team, be responsible for keeping the knowledge base up to date and creating new knowledge articles when needed

Personal Qualities

Technical skills: Basic understanding of common IT systems, applications, networks, and security to provide effective support
Understanding of the ITIL framework, including Problem, Change, Incident, etc
Communication skills: Clear, friendly, and professional communication in both writing and speaking, in Norwegian and English, to give users a great experience. (Service-minded)
Problem-solving skills: Ability to systematically analyze and resolve technical issues
Teamwork: Collaborate with colleagues and the team to efficiently resolve complex cases and contribute to a positive and friendly workplace
Time management: Ability to handle and prioritize multiple cases at once while maintaining service levels
Driven and eager to grow

To succeed as a support technician at the Service Desk, we think you should meet one or more of the following requirements:

We’d love it if you:

Can communicate fluently in Norwegian/English, both written and spoken
Are a problem-solver with strong communication skills, both with colleagues and customers
Are a team player who enjoys working with others
Are responsible, attentive, and engaged

Vi bruker cookies

Rapporter annonse