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SENIOR IT SERVICE DESK ANALYST

4:50:00 PM
Sandvik inShanghai Xinzhuangis seeking for a
Senior IT Service Desk Analyst
Sandvik is a high-technology, engineering group with advanced products and a world-leading position within selected areas. Worldwide business activities are conducted through representation in more than 130 countries.
The job purpose is to be the first point of contact for IT users, ensuring professional handling of incidents and requests. Below please refer to the job description:
Key performance areas:
  • Provide first-line support including:
- Perform IT user contact, using phone, e-mail or other established means of communication, including contributing to the decided schedule for manning of the Service Desk
- Log all calls and emails in the incident handling system, including information needed
- Investigate and perform diagnosis of incidents through phone, remote support and mail as well as searching for solutions in Knowledge Management tool
- Support IT users in the use of computer equipment or applications
- Resolve incidents and requests, according to documented solutions in Knowledge Management tool. Resolve more than 60% of assigned tickets.
- Escalate more complex problems to the relevant resolver group
- Document solutions in Knowledge Management tool
  • Follow established processes and instructions and contribute to following applicable Service Level Agreements
  • Share knowledge and experience with colleagues globally, providing assistance on technical issues
  • Represent the function in different forums – share the outcome with the team
  • Introduce new employees and visitors to our way of working
  • Drive improvement initiatives within the function
Your profile:
  • Experience of working within a Service Organization
  • Vocational Education or equivalent experience
  • High school diploma
As a person you are proactive, self-motivated and one with lot of initiative, courage and integrity and a business minded, result oriented attitude. You also have strong communication skills and can work in an English environment.
Contact information:
Read more about Sandvik and apply at http://www.home.sandvik/en/careers/, or contact recruiter directly for any query via hanna.huang@sandvik.com..Follow Sandvik athttp://www.linkedin.com/company/sandvik?trk=top_nav_home,.
Sandvik is a global industrial group with advanced products and world-leading positions in selected areas The Sandvik Group conducts operations within five business areas - Sandvik Mining, Sandvik Machining Solutions, Sandvik Materials Technology, Sandvik Construction and Sandvik Venture. In 2012 the Group had about 50,000 employees and representation in 130 countries, with annual sales of more than 99,000 MSEK.
Deadline: 14 Dec
Job-ID: 344971

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