The Global IT ServiceDesk position is supporting our Ambu colleagues globally via the agreed communication channels.

The objectives of Global IT ServiceDesk are:

• Tickets are recorded, classified, prioritized, in a structured and uniform way.
• Escalating tickets
• Good communication with End Users
• The flow of tickets is monitored.
• Single Point of Contact to End Users
• This is an individual contribution role

Areas of responsibility             :

• Acting the Single Point of Contact (SPOC) between the business and IT organization for most of all communications related to IT.
• Ticket log and categorization
• Support Incident Management Process, and ticket ownership.
• Ticket resolution – resolve the case on first call and restore services as quickly as possible, in cases where it is possible for 1st level support.
• Escalate the tickets to 2nd level support as fast as possible and capture knowledge and information from the user.
• Create and share knowledge as part of the ticket resolution.
• Handling Incident management – Coordination, communication, and resolution when applicable 
• Proactively communicate to IT organization in case of reoccurring Incidents
• Support APAC and Europe remote sites with IT Support and Services.
• May require to work in a staggered shift system during day time.

Suggested profiles :

• Bachelor’s degree in Information Technology or a related field.  3 to 5 years experience in a similar role providing technical support and troubleshooting.
• Familiarity with service desk or helpdesk tools and systems
• Have experience with ticketing systems (ServiceNow) for incident tracking and resolution.
• Solid experience within IT support and good knowledge of the IT landscape and validated environment (Microsoft O365, Computers, Mobile devices, Meeting/Teams room and A/V Equipment, printer services).
• Must be able to write, read and communicate fluently in English.

General Capabilities:

• Strong oral and written communication skills in English.
• Planning / Co-coordinating abilities
• ITIL process understanding at least at Foundation.
• Proactive and problem-solving mind-set.
• Understand the need to work cross-functionally.
• Strong collaboration skills
• Good Customer Service skills
• Maintain a high level of service to the customer and business.
• Structured
• Experience in IT Service management (ITSM), ticket handling and escalation.
• Good people skills, empathic and respectful
• Knowledge sharing mindset, and a flavour for documenting the knowledge.
• Passion for being a promoter of best practices and standard process within the team and company.
• ServiceNow Knowledge preferable, but not a must.
• Cross-culture communication: Collaboration with colleagues from diverse culture backgrounds, ensuring effective communication and understanding
• Provide on call supports during off office hours when required