Interviews can be done over the phone

Job Purpose:

The role will provide resolution to Help Desk service requests within a timely manner and to demonstrate technical expertise and exceptional customer service skills. The roles will require individuals who are highly motivated with a demonstrated ability to work under pressure by handling multiple assignments simultaneously as well as learning new skills and procedures.

Experience Profile:

· Previous Helpdesk experience and solid IT background

· Fluency oral and written in English and Danish

Key Accountabilities:

· 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

· Utilize all technical resources to solve customer problems

· Serve as a point of escalation for other Helpdesk Services agents

· 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.

· Demonstrate and promote superior customer service in handling inquiries, problems, and complaints.

· 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.

· Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements

· Additional projects as required