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Global Service Analyst

Posted 1 month ago by Anthon Byberg
Lund
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Job Description

Tetra Pak is looking for Global Service Analyst for their location in Lund.

Swedish skills
Excellent spoken Swedish
Excellent written Swedish

English skills
Excellent spoken English
Good written English

Keyboard typing
A typing speed that exceeds 200 characters per minute.

Technical skills
Provide support using phone and remote control.
Extensive hands-on experience with latest Microsoft products.

This includes Windows 10, Office 2016 / O365, Microsoft Teams and OneDrive.
Hands-on experience with computer hardware.
Ability to read, understand and follow technical documentation, routines and processes.

Personal Skills
Good analytical, investigational and troubleshooting skills.
Skills to manage stakeholders.
Multitasking.

Commitment and drive
Business-focused.
Self-motivated and drive issues independently.
Taking responsibility to keep updated and informed about GSD information.
Result-oriented & concluding work ethic to always deliver on-time, on-scope and on-budget

Personality
Service minded and flexible.
Passionate to learn new things.
Team player.
Can work under pressure and manage stressful situations confidently & effectively.
Good awareness and appreciation of social and cultural differences
Structured and organized.
Reliable and analytical person who always takes accountability/responsibility.

Merital
Italian skills
Excellent spoken Italian
Good written Italian

Spanish Skills
Excellent spoken Spanish
Good written Spanish

Skills
ITIL v3.0 Foundation

Provided support using webchat and remote control.
Worked in a global, multicultural environment.

Role
Provide IT support for user IT environment remotely via phone/webchat and/or using remote assistance tools.
Identify incidents that might be potential problems according to problem management process.
Receives and prioritizes issues and forwards using appropriate escalation procedures
Collaborate with global and local support teams.
Train and inform users, promoting them to be self-sufficient.
Update documentation / shared information on the service desk web portal.

Responsibilities
Comply to and promote Tetra Pak recommended processes and standards.
Solve tickets according to ticket handling documents.
Strive to solve tickets according to SLA and KPI’s.
Act as a team player.