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Työnimike: Service Desk Specialist

Työnkuvaus:
Part of the bioeconomy, Stora Enso is a leading provider of renewable solutions in packaging, biomaterials, wooden constructions and paper globally. We believe that everything that is made from fossil-based materials today can be made from a tree tomorrow. Stora Enso has some 26 000 employees in over 30 countries. Our sales in 2017 were EUR 10 billion.

Stora Enso IT and Digitalization is an internal support function which provides common IT applications and infrastructure looking for economy of scale and efficiency in IT operations.

Stora Enso IT offers IT solutions and services to all Stora Enso Divisions and Group Functions. We have more than 400 employees in 18 countries.

Global Service Desk (GSD) Nordic provide 1st line support to all production units within Finland and Sweden and are responsible to optimize the IT support at Saw, Pulp, Paper, Consumer board mills and Packaging plants. GSD Nordic provides IT support services to those mills such as for local production applications, measurement systems but also support for local Infrastructure according to the priorities and need of Stora Enso's Divisions.

We are looking for Service desk specialists as being part of our Global support operations. To be successful in this position you are self-motivated with a strong driving force to work within a demanding environment towards a future oriented fast paced service delivery.

Description
The newly established Stora Enso internal Service Desk team is now looking for a motivated team member. The successful candidate will be working in an international environment and be responsible for a variety of tasks including:
- Taking care of customers' requests by telephone, email and other communication channels
- Helping other colleagues to develop IT and also soft-skills
- Sharing experience from Service Desk environment
- Attend and log service desk calls to the incident management system
- Analyze, solve and communicate incidents & service requests of end-users and global infrastructure services
- Participate as focal point in global major incidents in IT
- Handle IT Security related incidents
- Co-operate with other members of the IT department
- Follow-up unresolved issues and provide feedback to end-users accordingly
- Reinforce SLAs to manage end-user expectations

Qualifications
The ideal candidate will have the following skills and competences:
- Excellent customer service and interpersonal skills
- Service minded, focus on quality and co-operation
- Analytical thinking and problem solving
- Proven knowledge with MS products (latest server OS, latest clients, latest Office suit)
- Proven knowledge with Workstations and other client hardware.
- Fluent in Swedish and English
- Ability to work independently and under pressure
- Ability to present ideas in user-friendly language
- Ability to conduct research into a wide range of computing issues as required
- Experience with desktop Windows based operating systems
- Excellent communication skills
- Flexibility to work in shifts
- Capability to work in international teams

Other skills that will be considered a plus:
- Fluent in Finnish
- Familiar with ITIL, in particular Incident management, knowledge management
- Working experience in SD process and tool development
- Service desk operation experience
- 2 - 5 years of relevant working experience as benefit
- Experience with server Windows based operating systems

For more information please contact:
Global Service Desk Team Leader Eeva Hynynen, Eeva.Hynynen (at) storaenso.com, +358 2046 26448

numberOfPosts: 1

jobCategoriesCodes_0: http://data.europa.eu/esco/isco/C2434

positionTypeCode: directhire

Työnantajan nimi: Stora Enso Oyj

source: TIVA