Agent Service Desk

Main tasks:

· Manage help desk tasks for cluster and local support

· Participate in team meeting to improve service

· Provide on-call support and act on assigned Help Desk tickets

· Provide on site support

· Ensure, contribute to and participate in Service Documentation according to relevant standard guidelines (ITIL, ITSM and security processes)

· Follow defined business and user centric KPI’s, OLA’s and SLA’s for service operations

· Communicate with delivery- and operation owner

· Participate and ensure, contribute to and participate in Service Documentation according to relevant standard guidelines (ITIL, ITSM and security processes)

· Work actively to improve team performance and collaboration

· Work with the team to ensure all relevant process documentation reflects ITIL best practices and business requirements

· Ensure the delivery and compliance of IT services according to legal and security guidelines

Job-specific tasks:

· Work with given task, SLA’s, OLA’s

· Facilitate and prioritization service and improvements

· Follow up and closing of task given

· Keep up to date with the latest information for Local/Cluster/Global tasks

· Regular updating of knowledge base, make new documentation and distribute information

Key competencies (job specific and experience):

· Reading and speaking English and Danish

• Experience in ITSM process management and ITSM tool (for example ServiceNow)

• Experience from similar work