End User Support Specialist

Main responsibilities

• Ensure that all incidents and service requests coming into the Service Desk are handled correctly and promptly
• Take action on incidents which are approaching or have reached the point of breaching our service level agreements
• Support end users and deliver IT services in the areas of Lotus Notes, ERP-system (BPCS & SAP), PC support, LAN and WAN, video- and web-conferencing, etc.
• Mobile devices and tablets support and management including provisioning of hardware, plans and features
• Coordinate the acquisition of hardware and software
• Provide hands on support to our specialist team with server, network, and telephony  infrastructure
• Advise customers and users on their IT needs and best practices
• Provide end user trainings and IT workshops
• Contribute to continuous improvement as implementing standards with the overall target to increase efficiency
• Manage and participate in projects as assigned
• Represents Epiroc, IT as onsite person, for all IT needs of the customers
• Other duties and responsibilities as assigned

Experience and educational requirements 

• 5+ years’ experience in first (and second) line service desk operations with frequent customer contact and/or experience in a shared service environment.
• Troubleshooting PC’s, laptops (preferably Dell experience)
• Mobile devices and tablets management/support
• ServiceNow helpdesk software
• Outlook 2013/Office 365 support
• Microsoft Office 2013/2016 support
• Experience with PC management software (remote SW installation, remote PC support, OS imaging, etc..), Altiris is an asset
• End user Hardware support knowledge

Key competencies

• Customer focused and business oriented
• You are able to work in a team as well as independently, to be proactive and to work with many tasks simultaneously
• You are analytical and enjoy solving problems in a complex environment
• Able to communicate with non-technical end users in a professional way
• Attention to detail, particularly when dealing with customers and their reported problems
• Willing to research, learn and find solutions and have the ability to quickly understand  new technology and processes
• Able to work efficiently and effectively under high pressure in a fast pace environment

United. Inspired. Performance unites us, Innovation inspires us, and commitment drives us to keep moving forward.

In the 150 countries where you can find Epiroc, we encourage our employees to take ownership of their own development and careers with the support from their leaders.

We are committed to give you every opportunity to succeed in a culture of innovation, diversity and collaboration, combined with a caring atmosphere.

Diversity and sustainability are key to grow fresh and innovative ideas and solutions for our customers. Epiroc is a leading manufacturer for the mining and infrastructure industries. Learn more at www.epirocgroup.com