private medical care
Service Desk Team Lead with Swedish
Wipro IT Services
- offer expired 5 months ago
- contract of employment
- senior specialist (Senior)
- hybrid work
- remote recruitment
Monitors open tickets for service level breaches
Identifies potentially major problems
Uses established procedures, guidelines, and standards
Responds to changing business needs by recommending new ways to handle new issues
Monitors the direction of appropriate incident tracking processes to be followed by team
Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure
Conducts leave and resource management for each queue
Handles escalated calls
Implements SIP and CIP
Conducts quality audits, coaches, and mentors the team members
Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls
Attends the monthly quality meetings
University degree or High school degree with education in the field of computer science.
Prior experience in tech support, desktop support, or a similar role.
Fluent in both Swedish and English.
IT Service Desk experience of 3-5yrs
Attention to detail and good problem-solving skills.
Excellent interpersonal skills.
Excellent telephone etiquettes and customer service
Excellent troubleshooting skills
Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)
Understanding of Windows 7 & 10 operating system
Troubleshooting experience using remote control tools
Troubleshooting of Software and Hardware
Experience working with ServiceNow to log, track, close tickets
Knowledge of Microsoft based operating systems with emphasis on Windows X
Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
Understanding of PC hardware set-up and configuration.
Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
Excellent time management skills and ability to work under pressure
Continuous commitment to professional development
What we offer
Excellent career development opportunities, working in challenging projects and using some of the best technologies;
An international and multicultural working environment, in a prestigious and growing company;
Being part of a young, dynamic, and motivated team;
Continuous and self-paced learning opportunities to enhance your professional and soft skills;
Competitive compensation package, including performance and holiday bonuses;
Strong flexible benefits package that you can tailor to your own needs;
Premium insurance to medical services;
Flexible work time;
Friendly and chill atmosphere and company culture.
retirement pension plan
coffee / tea
employee referral program
Wipro IT Services
Wipro Ltd. is a leading global information technology and consulting company, with over 220,000 dedicated employees serving clients across six continents. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics, and emerging technologies to help our clients adapt to the digital world and make them successful. Together, we discover ideas and connect the dots to build a better and a bold new future.