IT Support Consultant for Service Desk support - #397716

Imagine a future where you handle support tasks in our Service Desk for our global IT users and participate in the ongoing development of services

Join us in this role where you’ll handle IT support via telephone and remote tools and support users through our chat portal and service management system. You’ll be part of the Global Service Desk, with colleagues in Denmark, Malaysia, and US. The different teams have a virtual cooperation as well as global competence and team meetings. You’ll be part of a rotation scheme and switch between phone support, chat, dispatch, and follow-up time for ongoing cases. Our support setup is based on the ‘first time right’ principle, meaning that we solve 75% of all inquiries upon first contact with Service Desk.

Welcome to Service Operations Central Europe Competence Centre

You’ll be part of Service Desk where you, together with your colleagues, will provide first and second level technical support and guidance to users. The Service Desk departments are part of the IT Service Operations department within IT. Our Service Desk teams consist of 40 employees located in Denmark, Malaysia, and the US. The Service Desk is an important part of our IT department, counting more than 1200 skilled and dedicated colleagues working closely together with the different business units across Northern Europe, the US, and Asia. As a team, we characterised by good cooperation and an environment based on mutual trust. All the team members have a development plan, and we support our colleagues in developing further in the organisation.

You’ll play an important role in:

• dispatching tickets and providing phone and chat support for IT Infrastructure and applications in Danish and English
• solving first and second level incidents and service requests
• ensuring that calls which are not solved by the Service Desk are forwarded to the correct groups
• advising, supporting, and inspiring users in their daily use of our IT systems
• ensuring that calls are recorded, solutions communicated, and tasks closed.
  
  

To succeed in the role, you:

• have a technical background in IT, e.g., as an IT supporter, data technician, or hold similar documented experience from a similar position in a large global company
• have solid experience with Windows 10, MS AD, MFA, Azure, Office 365, Citrix/VPN, ServiceNow, and ITIL processes
• have experience with customer mindset and know how to deliver excellent service.
  
  

Maybe you’ve read the above and can see you have some transferable skills, even though they don’t quite match all the points. If you think you can bring something to the team, we still encourage you to apply.

Join a global leader in renewable energy

Ørsted is a growing green energy major and global leader in climate action. With us you’ll play a part in driving change towards a green energy future. You’ll grow your talent in a fast-paced and high-growth industry where you have plenty of opportunities to learn and develop through challenging assignments and industry-leading experts. Here, you can perform in a friendly work environment based on trust, respect, and collaboration.

Shape the future with us

Send your application to us as soon as possible. We’ll be conducting interviews on a continuous basis and reserve the right to take down the advert when we’ve found the right candidate

If you need to request any reasonable adjustments or accommodations to working practices, working patterns, or the assessment or interview process, please contact [email protected].

Please note that for your application to be taken into consideration, you must submit your application via our online career pages and answer the screening questions relevant for your country.