Job listing has been deactivated

This job listing has been deactivated 18.12.2017 at the request of the employer.

  • Oglas dostupan i studentima

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Telenor Common Operation (TnCO) is Technology Service Provider delivering Network and IT services to Telenor Business units.

TnCO was established on the 1st of October, 2013 with 100% ownership by Telenor. The company has 800+ employees from four countries. The headquarter is in Budapest, Hungary, while branch offices are located in Belgrade, Serbia, Podgorica, Montenegro, and Sofia, Bulgaria. Telenor Common Operation currently has seven customers: Telenor Hungary, Telenor Serbia and Telenor Montenegro, Telenor Bulgaria, Telenor Denmark, Telenor Sweden, and Global Wholesale (Norway).

Service Desk Analyst

Belgrade

Responsibilities:

  • Receiving, managing and monitoring Service Desk inbound contacts (mail, phone, chat), service requests and incidents through their lifecycle
  • Resolving tickets with remote resolution opportunity
  • Identifying problems and collaborate with others to propose solutions in an effort to solve them
  • Managing user access to systems and administration (user accounts, licenses, etc.)
  • Managing incidents and requests to assure contractual SLAs are met, if SLA is in danger, follows the agreed escalation path
  • When no known solution can be identified, responsible for the escalation of issues to other support centers/teams where deeper level skilled personnel are available;
  • Maintaining Service Desk KPIs on and above agreed level
  • Utilize Knowledge Database as appropriate to identify solutions to know problems; Responsible that the solutions provided are successful; Managing and keeping up to date Knowledge Database
  • Proposing suggestions for improvement of tools and processes used by Service Desk
  • Work to anticipate internal and external client needs and commitment to customer satisfaction
  • Creating training materials and delivering trainings for IT and Business application users
  • Providing business application testing activities (preparation, testing, administering test results)
  • Continually develop business application and related business process knowledge
  • Creating reports about the supported services
  • On-call duty

About you:

  • You are fluent  in Serbian and English, both written and oral
  • Have a high school degree or are currently enrolled in College or University in IT domain
  • Are passionate about solving problems, consider yourself a innovator and a person who thinks outside of the box. Among your friends you are the go-to  guy/girl for all IT related questions
  • You prefer working in a team, are eager to learn from others and help your team members when they need help
  • You are familiar with Windows platform, MS OS installation, PC software installation, maintenance and troubleshooting
  • Idealy, you have experience in in IT user support and/or customer care
  • You are willing to travel across the EU region for short periods of time

We offer:

  • Working in a dynamic environment allows to freely express opinions, ideas and inspire new ways of doing things
  • Great benefits
  • A key role in shaping the future Telenor, in an industry undergoing massive change
  • Competitive terms and conditions

Be part of a highly competent and collaborative environment

Please apply by 18.12.2017.

Job listing has been deactivated

This job listing has been deactivated 18.12.2017 at the request of the employer.

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