Service Desk Technician

at  Truesec

ABOUT TRUESEC – A LEADING CYBERSECURITY COMPANY

Since 2005, Truesec has been a native cybersecurity company, driven by one single purpose: Creating safety and sustainability in a digital world by preventing cyber breach and minimizing impact.
Over the years, we’ve earned the trust of organizations worldwide and gained a strong reputation internationally. Our team consists of dedicated specialists covering the entire spectrum of cybersecurity – with capabilities in Predict, Prevent, Protect, Respond, and Recover.
Today, we employ around 300 employees – and as cybercrime grows, we need to grow. To support that goal, we are now looking for a Service Desk Technician who wants to make a difference in our Group functions domain.

YOUR POTENTIAL BACKGROUND

In order to be successful in this role, you should have a technical background with a passion for delivering outstanding customer service. We believe that the right person has at least 1 year of experience in some kind of technical support role.
We’re looking for a proactive individual that is service minded. This job comes with a variety of different challenges and can at times be intensive, so the ability to have a structure and to be able to prioritize ones workload is very important. In this role you will be faced with man different types of technical challenges, and you need to have good problem solving skills in order to succeed.
The majority of the issues will rely around Software, Hardware or Network, and you should therefore be knowledgeable in those areas. The needs for a service desk analyst are constantly evolving and a curiosity around technical trends and innovations is therefore important.

REQUIRED SKILLS:

• Knowledge, and experience in, hardware, software and network areas
• Curiosity around technical trends and innovations
• Problem solving skills
• Structure and the ability to prioritize
• A service minded individual with good communication skills
• Proactiveness

THE ROLE

In the role role as a Service Desk Technician, you will be the first point of contact for our employees when it comes to questions around internal IT. You will be responsible for receiving, resolving, and escalating technical issues that come your way, and proactively make sure that your colleagues have everything they need. This means anything from providing basic computer training, assisting in configuration, set up and maintenance, to patching and testing for performance. It also means creating FAQs and training manuals to streamline your work. You will play a crucial role in maintaining our high levels of delivery in our mission in preventing breaches and minimizing impact.

WHAT YOU WILL DO:

• Support requests through all channels (phone, email, ticketing system/web portal, walk up)
• Troubleshoot and resolve technical issues within agreed service levels
• Escalate unresolved requests and incidents to higher tiers
• Keep colleagues informed on the status of their technical issues
• Prioritize in-coming tickets