Service Desk Analyst

We are currently recruiting for a Swedish speaking Service Desk Analyst to join our team in either Tallin, Estonia or Sweden. You will be responsible for all first line IT incidents, service requests questions and support calls from a user community spanning Europe, whilst providing a service to the user community which engages with them as part of the business as well as meeting if not exceeding agreed service levels.

You will create and manage tickets, resolve them if possible, or if you cannot do so assign the ticket to other members of the IT team across Europe.

Key Accountabilities / Responsibilities 

• Creating and maintaining Helpdesk IT tickets using the Service Now system
• Taking calls and delivering first fix resolution of IT incidents and service requests
• Assignment of tickets to IT teams across Europe as required
• Ensure the major incident management process followed for all priority 1 incidents

Experience / Knowledge

• IT Degree or qualification would be advantageous
• Good communicator and telephone manner
• Analysis, problem solving/resolution and change management
• ITIL experience would be ideal, but ITIL training will be provided
• Knowledge and previous use of Service Now would be highly valued
• Experience of working in a multi-language service desk would be beneficial
• Fluent in Swedish and English

JELD-WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

Unless explicitly requested or approached by JELD-WEN, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

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