Hiring Technical Support Associate For Leading MNC!!Chat support

Job duties and responsibilities

• Solve more complex issues within the assigned business area, coming in through different support channels in order to improve co-worker efficiency Register, analyse, prioritise, solve and assign all incoming cases during the agreed time in an accurate and efficient manner ensuring high level of quality Drive communication towards end-users and product teams about the progress of ongoing cases by continuous monitoring, analysis, following up and escalation of the case if needed.
• Drive the support organizations assignment and goals towards the business area by being involved in crossfunctional work to ensure the affordable IKEA
• Lead in continuously improving the quality of support by building, maintaining and sharing knowledge with colleagues using the common knowledge tools in order to secure fulfilment of business needs
• Lead in the daily running of the support, ensuring that it meets the defined agreements, KPIs and OKRs, as well as ensuring compliance towards legislations, policies and other requirements To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
• Update incidents with detailed and relevant information in a timely and effective manner;
• Contribute with knowledge and educate in onboarding sessions with new colleagues to secure common ways of working and working towards common goals
• Apply and promote good support practices within an agile/iterative development approach in order to improve time to market and fulfil business needs

Education and other requirement

• Graduate/ B.Sc. Computer Science / or Graduate with any technical degree preffered
• ITIL trained preferred
• Willingness to work in rotational shifts
• Experience of at least 24 months working within a busy Service Desk environment, showing experience of systems, support, diagnostic and resolution.
• Understanding of ITIL working practices
• Problem solving associated with a mixed computing environmen