Service Desk Technician

Are you a positive team player who loves to provide high-quality technical support? We are now looking for a Service Desk Technician to join our office in Bryn, Oslo!  

About Scandic:  

Scandic is the largest hotel operator in the Nordic region, with a network of around 280 hotels in six countries, comprising approximately 58 000 hotel rooms in operation and under development. Every day, over 19 000 employees work with a single goal in mind: to create great hotel experiences that make our guests want to return. We are in the midst of an exciting business transformation with a focus on new, digital opportunities to alter the way we work today and in the future. Our continuous commitment to sustainability is a part of our business model and embraces diversity and inclusion. At Scandic Group we are a multi-talented team collaborating to find solutions for our hotels, guests, and business to grow and to make a difference. Bring your culture, build ours.  

The Role: 

As our Service Desk Technician, you will belong to the Service Desk department in Stockholm but will be located in the local office in Oslo. You will help Scandic employees (and sometimes guests) with IT, network, and system-related issues. Support will be given to our colleagues in the hotels but also as a walk-in function at the office. You will be working with support via phone, in our case handling system ServiceNow, and face-to-face.

In addition to traditional support work, you will have the opportunity to participate in various projects, work with improvements, and take responsibility for a larger system together with system owners.   

Main Activities:   

• Ensure a high level of customer service and support is provided to our colleagues and guests.  
• Record incoming calls in ITSM Tool (ServiceNow) and carry out diagnostics and resolving with the help of Knowledge base articles and workaround  
• Take ownership and ensure that the user is kept informed of the progress of the fault and the system is kept updated regularly  
• Co-operate with Other Specialists or IT Service Managers to solve more challenging and time-consuming cases  
• Escalate to Incident Manager according to the Incident management process  
• Collaborate with other departments in IT to create problem cases and help colleagues with troubleshooting  
• Help on-site at the hotels with new openings and re-brandings  

Experiences you bring and share with us:  

• Experience working in a technical support function/service desk  
• Experience supporting PC and Microsoft user environments  
• Great understanding of Network  
• Knowledge of the ITIL framework   
• Experience from one or more case handling systems (we use ServiceNow)  
• Great communications skills  
• Full working proficiency in Norwegian and English 
• Experience in Opera Cloud, Azure AD, and/or Symphony is very meritorious   

Traits:  

• Can-do-approach and a positive team player  
• Problem-solving attitude  
• A passion for helping others  
• Can handle many things at once, multitasking, and the ability to prioritize  
• High level of learnability and adaptability to agile ways of working  

Other:   

Availability to travel to Stockholm for initial training for one month and then about once a quarter.  

We promote a flexible work life with a good balance between work and free time. 

If you have ambitions to develop, we will give you the opportunity to grow in your role. 

Unfortunately, we are not able to support you with any relocation assistance and can therefore only consider applicants already located in Norway. 

All applications will be processed continuously, so please apply as soon as possible. Great emphasis will be placed on personal qualities.