IT Support Specialist with Finnish & Estonian - Hybrid

@@HD@@ IT User Support Specialist with Finnish & Estonian - Hybrid About Us@@/HD@@ Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. @@HD@@ What will be your responsibilities?@@/HD@@ • Be a first point of contact for incidents and service requests logged by the end users • Receiving, logging and managing tickets received via phone (around 40 calls per day) and emails • 1st line support - remote troubleshooting and resolution of IT problems related to end user devices, network, applications and computer peripherals • Prioritize requests and incidents based on impact and urgency by selecting severity level • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner • To maintain a high degree of customer service for all support queries and adhere to all service management principles • Creating and updating support documentation and knowledge base articles to assist other support staff and end users

• Excellent written and verbal communication skills in Finnish & Estonian • Strong active listening skills and ability to work independently • A big advantage will be prior IT support experience related to password reset, software installation and general user management • Basic understanding of computers, network, software, Mobile devices and cloud based technologies • Ownership, responsibility and critical thinking