Job Description

Tasks

End User Support/ IT Support - Danish

Copenhagen, Denmark ( onsite)

12months + contract with possible extension

Key Responsibilities:

Technical Support

• Analyses and resolves information system issues related to the desktop computing environment, production applications and hardware
• Build and deploy Windows, Mac or other hardware for new joiner laptops and laptop upgrades.
• Deploy other hardware requested through arranged collection in the IT dept. or set up at the user’s desk.
• Support and assist users with Onboarding & Offboarding process
• Support and maintain local conference and meeting room equipment
• Assists senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc
• Consult with local business and senior leadership to evaluate support requirements and execution planning.
• Maintain the Local Asset Management data and ensure the Asset Management toolset are properly updated for periodic review
• Technical support for local applications where applicable alongside other tech or business teams Technical Expertise

Service Management

• To ensure that all logged tickets are consistently acknowledged, prioritised, investigated, owned and resolved to agreed targets as defined in the Service Level Agreement (SLAs).
• Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.
• Manage calls with 3rd party suppliers where necessary through to closure
• Escalate calls where necessary to the support manager, report on status of outstanding calls
• Builds relationships with other international support teams to create a cohesive support team
• Drive local optimization efforts by identifying service issues and implementing improvements by automation, self-service and other measures.
• Drive technology adoption of end user services related applications and systems
• Support Audits related activities alongside other tech functions and business.

Requirements

Skills required:

• Excellent technical knowledge in all key areas of EUS technologies, e.g.
• Windows and Mac OS
• Microsoft Office Specialist (MOS) and/or Microsoft 365 certified
• iOS and Android devices
• Hardware and Peripherals
• Mobile devices
• Excellent knowledge on IT Ticketing Systems, especially Service Now
• Conferencing and enterprise voice
• Audio visual systems (TV/Projector systems) and conference technology
• Knowledge on SCCM and Intune
• Basic Network Skills to support the local Office Infra as needed
• Experience in working with an International Support Environment
• ITIL certified (Preferred)