Service Desk Agent - Swedish Speaking

Scope of position
The IT Service Desk Analyst will provide first line technical support to users. The successful candidate will require an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of user’s technical issues, which may range from basic troubleshooting to more complicated technical issues. This role requires strong problem-solving skills, excellent communication abilities, and a customer-focused approach to deliver timely and effective IT support. There may also include a range of administration duties within this role.

• Act as a single point of contact for phone calls, chat, emails and self-service portal from users regarding IT issues and queries
• Record incident resolutions in the ITSM tool based on user communication via phone, email, chat etc.
• Ensure that issues are resolved within ticket life cycle
• Co-ordination between users and resolver groups (if necessary)
• Incident handling and escalation management
• Work independently and within a team
• Communicate well with internal and external contacts
• Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
• Adhere to Tech Mahindra and client’s procedures, policies and guidelines
• All KPI related tasks must be followed & adhered to avoid business impact
• To ensure that breaks are pre-approved by SME, Team Leader or Manager
• Strong problem resolution skills
• Escalate unresolved calls to the resolution support team
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
• Work from office all days

• Certifications (Optional) ITIL, MCSE, Software Development / Application support
• Level of expertise L1 – L2 On-site Or Remote Support
• Excellent communication skills and telephony manners
• Application Support: Prior experience in Application support / Software development, IT Service Desk
• IT Awareness: Understanding of SDLC, database technology, OS components would be useful
• Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools, CA Service Desk, ServiceNow, etc.
• ITIL: Knowledge of ITIL processes and procedures would be an added advantage
• SAP - Application Support - optional
• Native/C1/B2 level Swedish language skills in combination with excellent English language.
• Should be a self-motivated achiever who gains satisfaction from providing excellent customer service
• Excellent in verbal & written communication
• Problem solving abilities, strong logical analytics

• An empathetic culture and supportive leadership who prioritize your well-being and personal development
• Ability to grow in multiple areas in the company
• Being part of a culture of inclusion and belonging: we value the diversity that our people bring to our workplace and communities
• We appreciate your hard work by providing a competitive salary, with a comprehensive benefits package (Cafeteria, private health insurance and trainings)

Tech Mahindra is a global consulting service and systems integrator that operates in over 90+ countries, delivering solutions with a unique blend of digital innovation and robust, industry-strong processes. With our promise to help our customers Scale at Speed, we design future state solutions for industry leaders and offer innovative digital experiences that enable them to transform and scale at speed™. Our aim is to enable enterprises, associates, and society to Rise for a more equal world, future readiness, and value creation.