At Ericsson, you can be a game changer! Because working here isn’t just a deal. It’s a big deal. This means that you get to leverage our 140+ years of experience and the expertise of more than 95,000 diverse colleagues worldwide. As part of our team, you will help solve some of society´s most complicated challenges, enabling you to be ‘the person that did that.’ We’ve never had a greater opportunity to drive change; setting the bar for technology to be inclusive and accessible; empowering an intelligent, sustainable, and connected world.

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Shift Lead- Service Desk

Job Description

Date: Oct 23, 2019


        Service Desk Engineer Role

Service Desk Engineer Responsibilities

      • Document all Incidents & Service Request in the Ticketing System with appropriate details of the user.
      • Ensure that all detailed required (including Mandatory fields) for the issues are documented in the Ticketing system.
      • Work with the Internal Teams to ensure that the users’ issues are fixed in a timely manner.
      • Provide support and resolve problems to the end user’s satisfaction
      • Monitor and respond quickly and effectively to requests received as per the SLA defined in the process.
      • Monitor Service Desk for tickets assigned to the queue and process first - in first - out based on priority
      • Assist with on boarding of new users
      • Co-ordinate with team members in identifying new solutions for existing and unresolved issues.
      • Follow all defined process religiously and raise feedback and suggestions to the appropriate stakeholders
      • Report all issues that needs attention from the Ticketing system.
      • Work in shifts in 24/7 support team


Main Requirements

      • University Degree
      • Outstanding interpersonal and communication skills in English
      • Enthusiasm for providing outstanding customer service
      • Strong decision making and problem solving skills
      • Presents himself/herself in a highly professional, competent manner
      • Ability to work calmly under pressure, multitask and prioritize
      • Ability to work independently and within a team environment
      • Highly organized, detail oriented and self-motivating
      • Patience to solve technical problems with end users of varying technical aptitudes
      • Creativity and Problem Solving, Out of the box thinking
      • Ethics in the Workplace
      • Able to work with many task simultaneously and keep track
      • Team Building Practices, Principles, and Issues
      • Excellent knowledge of Microsoft Office