IT Service Desk – 2nd Line Support Specialist - Copenhagen, Denmark (Office)
- Application Deadline: April 17, 2023
- København
With 280 hotels and 19 000 employees across six markets, Scandic Hotels is the biggest hotel chain in the Nordics. We are in the midst of an exciting business transformation with a focus on new, digital opportunities to alter the way we work today and in the future. Our continuous commitment to sustainability is a part of our business model and embraces diversity and inclusion. At Scandic Group we are a multi-talented team collaborating to find solutions for our hotels, guests and business to grow and to make a difference. Bring your culture, build ours.
As part of our business transformation we are now strengthening our digitalization capabilities and are looking for new talents as 2nd Line Specialists to our Support Offices.
At present we are looking for one Local Support Specialist to each of our offices in Oslo and Copenhagen, all in all two employees.
As a Local Support Specialist you will belong to the IT Service Desk department in Stockholm but will be located at the local offices. In your work you will help Scandic's employees (and sometimes guests) with IT and system-related issues. Support will be given to our colleagues in the hotels but also as a walk-in function for the Support office where you will be located. You will be working with support via phone, in our case handling system ServiceNow and face-to-face. You will have close connection and dialogue with Service Desk in Stockholm as well as the local IT Service Delivery Managers at the support office of location.
The position may be subject to include on-duty services.
Main activities:
- Ensure a high level of customer service and support is provided to our colleagues and guests.
- Record incoming calls in ITSM Tool (ServiceNow) and carry out diagnostics and resolving with the help of Knowledge base articles and workaround
- Take ownership and ensure that the user is kept informed of the progress of the fault and the system is kept updated regularly
- Co-operate with other Specialists or IT Service Managers to solve more challenging and time-consuming cases
- Escalate to Incident Manager according to the Incident management process
- Collaborate with other departments in IT to create problems cases and help colleagues with troubleshooting
- Help on-site at the hotels with new openings and re-brandings
Work with great people
Skills & Requirements
Experiences you bring and share with us:
- Experience from our hotel systems, i.e. Scorpio, Simphony
- Have experience with similar tasks and Service Desk work
- Good understanding of IT and network, we have more than 100 different systems
- Good communications skills
- Proficiency in English and Danish
Traits:
- Can-do-approach and a positive team player
- Problem-solving attitude
- Have a passion for helping others
- Can handle many things at once, multitasking, and ability to prioritize
- High level of learnability and adaptability to agile ways of working
Meritorious experiences:
- In-depth IT and network understanding
- Education or training within the IT field
- Knowledge of the ITIL framework
- Experience from one or more case handling systems within IT, such as ServiceNow
- Simphony hardware knowledge
Other:
Availability to travel to Stockholm for initial training for one month and then about once a quarter.
We promote a flexible work life with a good balance between work and free time.
If you have ambitions to develop, we will give you the opportunity to grow in your role.
All applications will be processed continuously, so please apply as soon as possible. Great emphasis will be placed on personal qualities.
Great Place to Work
Professional and personal development
Partner discounts
Family & Friends discounts
Discounts when eating, drinking & staying with us
Flexible office working hours
Competitive pension scheme
About the company
We know that we reach further when we assent to our differences. At Scandic we want you to be yourself and develop in the direction you want to go, with the foundation of safe conditions and fair agreements. Bring your experiences, engagement and your way of thinking – contribute to a culture where we genuinely care about each other, our guests and our planet. Welcome to Scandic.
Do you share our values?
BE A PRO BE YOU BE CARING BE BOLD
Visste du att...TOM
TOM...uppmuntrar alla att göra skillnad för miljön och att det var en av våra kollegor inom housekeeping som kom på idén om ”häng-upp-handduken”.
TOM...i Sverige blivit rankad som besöksnäringens mest attraktiva arbetsgivare flera år i rad, i Visitas årliga undersökning.
TOM... bara serverar kaffe som serveras är ekologiskt och Fairtrade eller UTZ-certifierat.
TOM...tack vare vårt stora miljöengagemang, blivit rankad som branschens mest hållbara arbetsgivare elva år i rad, av Sustainable Brand Index.
TOM...under 2014 inledde ett samarbete med organisationen Real Stars, centrerat kring ”Fair Sex”, dvs. arbete mot människo- och sexhandel.
Did you know that...TOM
TOM... Scandic was the first hotel chain to ask our guests to re-use their towels. Today, the hang-up-your-towel concept is standard at hotels around the world.
TOM... More than 4 out of 5 of our hotels are eco-labelled and the proportion is growing all the time.
TOM... we only serve coffee that is ecologic, and FairTrade or UTZ-certified.
TOM...thanks to our engagement in sustainability matters we have been named the most sustainable brand in the hotel industry, eleven years in a row, by Sustainable Brand Index.
Jenny Holmberg | Contact Person
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