Help Desk Expert

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Telenor Global Shared Services is looking for a Help Desk Expert

In addition to daily operations, Telenor Global Shared Services’ Digital Workplace Tribe is accountable for strategy execution and tactical governance of Digital Workplace deliveries managed inhouse and through external suppliers. We are now looking for a Help Desk Expert to join our team.

The role

This position resides within the Digital tribe in Telenor Global Shared Services. In line with our strategic aspirations, we are looking for an excellent contributor to work with the help desk team onsite troubleshooting and resolving end user computing issues. You will manage the support related to end user computing for walk in users as well as assisting inquiries made through other channels (calls /chat/tickets)

Are you the ultimate go-to people person that holds expert knowledge on Microsoft technologies and can answer any tech related question around Microsoft 365 and End User Computing? Look at this!

Responsibilities

  • Installation of Windows and required applications on the laptop.
  • Installation, Monitoring and maintenance of Office Network and Printers.
  • Assisting new company employees by providing laptops and logging in.
  • Maintaining and updating the Device inventory in the inventory management system.
  • Ensuring that new user’s profiles are created in the system before their date of joining.
  • Act as the first point of contact for walk-in end users to resolve or fulfill the incidents/requests related to IT infrastructure and applications (e.g. Azure, Office365 complete suite, Windows 10, Exchange, Microsoft Teams, SharePoint online, Connectivity and Infra, Azure SSO etc.).
  • Creation of support cases in the ticketing system for troubleshooting and support
  • Follow-up with users and technical teams/vendor on status of tickets that are waiting on further information or confirmation of resolution.
  • Stay updated on and present the planned activities for the platform.
  • Participate in customer escalation meetings.
  • Challenge vendors / other functional teams on suggested workarounds and costs
  • Reporting on daily / weekly productivity and performance.
  • Maintain the hardware inventory.

Experience and qualifications:

  • Minimum ICT Certification.
  • At least 2 year of hands-on and support experience on Installation of Different OS e.g. Windows and MAC, Microsoft Platforms e.g. Azure, M365 complete suite, Microsoft Intune, Network and Printing services etc.
  • Solid Understanding of printers, network connectivity, IT Security, IT Architecture and Infrastructure.
  • Proven record of troubleshooting issues and problems for end users issues related to software/hardware.
  • Some knowledge of ITIL or other IT framework is preferrable.
  • Customer service oriented: excellent communication skills (both written and oral) and positive customer-centric attitude.
  • Excellent analytical and problem-solving skills.
  • Sense of urgency and self-motivation; ability to work under pressure and meet deadlines.
  • Microsoft Related Certifications (MCSA/MCSE), ITIL
  • Fluent in both spoken and written Norwegian and preferably fluent in communication in English.

Personality skills:

  • You find great reward in solving complex problems, and you enjoy considering existing solutions, taking new perspective, and seeing patterns or analogies to identify similarities.
  • You are methodical and analytical in your approach to problem solving and when evaluating technologies.
  • You are committed to quality and give attention to details.
  • You are good at grasping the operating context and goals, you work well independently and understand when cross team collaboration is the best solution.
  • You can prioritize and handle multiple tasks in a dynamic environment that demands responsiveness and adaptiveness to change. With an “automate everything” attitude you desire effective and efficient processes.
  • You are also a great team player with strong communication- and interpersonal skills. You are able to create an atmosphere of competence, trust, and respect with people of all technical abilities, and with this develop a cooperative relationship with end-users and those around you.

We offer:

•            A rewarding and challenging role

•            A good working environment with highly skilled colleagues in a global team

•            Participation in exciting and strategic projects

•            Excellent opportunities for personal development and professional growth

•            Telenor benefits and opportunities

Other information 

Location: Telenor Fornebu, Snarøyveien 30

Last date for application: 30th September 2023

If you're ready to take on this exciting opportunity, apply now and join our team!

If you want to know more about the position, please contact hiring manager Somsubhra Banerjee ([email protected]) or Fahad Fayyaz Chaudhary ([email protected])

You are very welcome to apply for the position on the link on this page. We would love to hear from you no later than 30th September 2023. We will be conducting ongoing interviews as applications come in.