Overview

We are looking for a self-driven, customer focused, Service Desk Analysts with Swedish along with English to drive operational excellence. This includes but is not limited to the responsibility of managing all service delivery processes related to the identification, prioritization, and resolution of customer and participant service requests and incidents, ensuring the highest quality of customer service experiences are delivered. Responsibilities also include managing the efficient flow of contact volume through multiple inbound channels, which include JIRA service desk, phone and self-service ensuring work is distributed and completed in a timely fashion. The analysts? responsibilities include written and phone communication, status and SLA reporting, and supporting the business goals and objectives.

What you will do:

To fit this role, you will be highly motivated, able to work independently and revel in problem-solving and looking for new solutions.

• Be fully conversant in the Service Desk / Customer Support function and associated processes
• Providing timely response to tickets in the Service Desk system
• To be comfortable working with clients, employees and partners at all levels
• Monitoring of Service desk ticket queues
• Be competent in the identification and resolution of software specific issues
• Providing 1st and 2nd level response to users
• Provide ad-hoc training and education to users
• Accurately record ticket resolutions
• Escalating unresolved issues to 2nd and 3rd line support teams
• Interact with other areas of the company in resolving queries raised by clients and participants (IT, Product Design, Sales, Operations, etc)
• Maintaining contact with customers throughout the ticket life cycle
• Notify Service Desk management team of any issues with the operational process
• To identify and recommend areas for improvement within the Service Desk function that support and add value to business activities.
• Supporting the organisational vision and mission
• To promote the use of process and standards across the Enterprise
• Ensure tickets are resolved within defined SLA?s, escalating exceptions to Service Desk Managers

What should you have:

To fit this role you will be highly motivated, able to work independently and revel in problem-solving and looking for new solutions.

• University degree in Economics, Finance or equivalent work experience desired.
• English and Swedish language domain is mandatory.
• 3+ years of experience in Customer Service role, preferably in the Financial Services or Software industry.
• Excellent Customer Service skills in telephone and email etiquette.
• Strong problem solving skills.
• Client focus, interpersonal skills and ability to network.
• Proactivity and Continuous Improvement mindset.
• Maintains highest level of technical skill in field of expertise.
• This position requires a high degree of discretion and judgement.
  

Nice to have:

• Experience in JIRA & Atlassian software suite.
• Experience with Contact Center solutions - preferably the Five-9 cloud contact center tools

What we offer:

• Opportunity to be part of something special, Global Shares is growing fast, and we want you to be part of our journey
• Competitive salary
• Employee Assistance Programme
• Active Social Club with events throughout the year
• Casual dress code
• Fully subsidised CEP (certified equity professional) exams
• Opportunity to travel and work in our global offices if desired