• Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities.
• Identify, evaluate and prioritize customer problems and complaints.
• Analyze customer problems and formulate plans of resolution.
• Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
• Assist in evaluating new services, processes and technologies introduced at the helpdesk.
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
• Work with departmental staff to promote, develop, and maintain strong customer service values.
• Escalate unresolved issues to support leads, designated service group or client help desk.
• Additional projects as required.

Required:

• Expert Communication Skills
• Expert PC Skills
• Expert language abilities in written and oral English, plus Swedish or Danish.
• Advanced Presentation skills
• Advanced experience in Organization Development: Service Orientation, Insight, Proactive Cooperation
• Basic understanding of the principles, theories, and practices of group dynamics and/or team development
• Basic Business Development: Domain Expertise, Results Focused, Initiative

Professional Experience

• Previous Helpdesk experience preferred and solid IT background
• Flexibility
• High level Analytical skills
• Excellent Communication skills
• Previous Team working experience
• Customer orientated professional