Helpdesk level I

Job description

Cogent Networks is looking for a candidate to join the support team in Helsinky. The selected candidate will perform technical support activities and first-level Help Desk services for our client.

Company Description

We are a EU-based group of like-minded IT professionals with over 10 years of combined experience in IT Services. Our highly qualified team and a wide range of leading professionals help businesses in the successful planning, development, implementation, and management of IT projects. We provide a one-stop solution for Managed IT Services, Software development, and Digital Marketing related services. For IT support, we offer a single point of contact to access over 1000 qualified engineers globally.

Role Description

This is a full-time, on-site contract role located in Helsinky. As an End User Level 1, you will be responsible for providing technical support to end-users, troubleshooting hardware and software issues, and resolving technical problems in a timely manner. Your day-to-day tasks will include responding to user inquiries, diagnosing and resolving technical issues, escalating complex problems to appropriate teams, and maintaining records of technical support interactions.

Responsibilities:

• Oversee the resolution of desktop device incidents from start to finish, ensuring seamless functionality.
• Offer hands-on assistance and problem-solving for Windows, MAC, and IMAC issues, delivering top-notch desk-side support services.
• Coordinate both minor and major repairs for laptops and desktops, ensuring swift resolution.
• Undertake the setup, maintenance, and management of standard hardware and software on desktop devices.
• Optimize desktop configurations and installations to enhance overall performance.
• Analyze data from service desk calls and incidents to identify areas for user training and process automation.
• Uphold security protocols by monitoring profiles and antivirus software, taking corrective action as needed.
• Provide specialized support to VIP users, serving as their dedicated point of contact for IT issues onsite.

Requirements:

• Proficiency in troubleshooting Windows, MAC, IOS, and IMAC issues, showcasing your technical versatility.
• Experience navigating Windows 7 OS and familiarity with Asset Management & VIP support.
• Possess strong interpersonal skills, effective communication abilities, and natural leadership qualities.
• Familiarity with Active Directory and hands-on experience with Service Management tools such as ServiceNow.
• Demonstrated expertise in using EUC tools, remote support platforms, MS Office, and Outlook.
• Understanding of Lync, VPN, and mobile device support is advantageous.
• Knowledge of ITIL processes and experience in spare and buffer stock management is a plus.
• Minimum requirement: Associate degree (A.A.) or equivalent; Bachelor's Degree preferred.

If you are passionate about technology, possess strong problem-solving skills, and thrive in a dynamic environment, we encourage you to apply.

How to Apply:

Please submit your resume and highlight your relevant experience.

Cogent Networks is an equal opportunity employer and values diversity in the workplace. We thank all applicants for their interest; however, only those selected for an interview will be contacted.