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Service Desk Agent

  • Applications are considered on a rolling basis
  • Oslo
  • Applications are considered on a rolling basis
  • Oslo

With 280 hotels and 18 000 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. Join a company where you can truly be yourself!

As part of our business transformation we are now strengthening our digitalization capabilities and are looking for a Service Desk Agent to our Oslo Support Office.

As an Agent you will belong to the Service Desk department in Stockholm but will be located at the local office in Oslo. In your work you will help Scandic's employees (and sometimes guests) with IT and system-related issues. Support will mainly be given to Norway, both to our colleagues in the hotels but also as a walk-in function for the Support office. 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 to Service Desk in Stockholm as well as Norway's IT Service Delivery Managers at the support office.

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 initial diagnostics and resolving with the help of Knowledge base articles and workarounds
  • Ensure that the user is kept informed of the progress of the fault and the system is kept up-dated regularly
  • Co-operate with 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 at new openings and re-brandings in Norway

Work with great people

Parisa Amoor
Recruitment Specialist
"At Scandic we see people's differences as a strength, we take care of each other's unique potential."
Helena Blomberg
Call Centre Manager
"I get great opportunities for development and do it together with lovely colleagues."
Oliver Bowley
UX
"Scandic is on a digital journey, along with my welcoming, driven and international team I work hard to make it happen. "

Skills & Requirements

Experiences you bring and share with us

  • Have experience of similar tasks and have a passion for helping others
  • It is an advantage if you have experience from previous Service Desk work, hotel systems and Scandic (or another hotel company)
  • Availability to travel to Stockholm for training 1 month and then about once a quarter
  • Can handle many things at once, multi-tasking, and the ability to prioritize
  • High level of learnability and adaptable to agile ways of working
  • Can-do-approach and positive team player
  • Knowledge of the ITIL framework
  • Experience from one or more case handling systems within IT, such as ServiceNow
  • A general IT understanding
  • Solid Norwegian and English skills, spoken and written

Information about the position

This is a full-time employment.

We only accept applications through our website. All applications will be processed continuously, so please apply as soon as possible.

If you have ambitions to develop, we will give you the opportunity to grow in your role. The development opportunities within our organization are endless. We are looking forward to welcoming you to Scandic.

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 GROW IN YOUR ROLE AND THE ORGANISATION
You are empowered to go in your desired direction, whichever that might be.

BE YOU AMONG FRIENDS
You can be yourself at Scandic, that’s how we are able to give that genuine personal service to our guests. We don’t always know what challenges we will face during the day, but we will solve them together.

BE CARING FOR THE BENEFIT OF TOMORROW
We will challenge you to take initiatives to accelerate the positive change for earth and build this and future generations as a whole.

BE BOLD MAKE YOUR ACTIONS MATTER
You are trusted to step out of your comfort zone and make a difference. We have the muscles to make use of great initiatives.


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 två år i rad, i Visitas årliga undersökning.

TOM…har en tillgänglighetsstandard bestående av 135 punkter, i syfte att ge samma service, produkter och tjänster tillgängliga för alla.

TOM... serverar mer än 25 miljoner koppar kaffe varje år och att allt kaffe som serveras är ekologiskt och Fairtrade eller UTZ-certifierat.

TOM...ständigt utvecklar hållbarhetsarbetet, där vi senast valt bort sugrör, drinkpinnar, tandborstar och take away-lock gjorda i plast.

TOM...har KRAV-märkt frukost på alla svenska hotell sedan 2001. Scandic har också varit engagerad som rådgivare vid utvecklingen av kriterier för KRAV.

TOM...tack vare vårt stora miljöengagemang, blivit rankad som branschens mest hållbara arbetsgivare åtta år i rad, av Sustainable Brand Index.

TOM… i fler än 4 fall av 5 har Svanen-märkta hotell och vi jobbar för att samtliga hotell ska uppnå kravmärkningen.

TOM…har arrangerat världens största blind-lunch i totalt mörker, för att uppmärksamma synskadade under dagen för personer med funktionshinder.

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... “Hang up your towel” is one of Scandic’s innovative ideas within sustainability and was initiated by one of our housekeepers.

TOM... More than 4 out of 5 of our hotels are eco-labelled and the proportion is growing all the time.

TOM... We have an accessibility standard, including 135 points, to be able to provide same products and services for everyone at our hotels.

TOM... We have arranged the world's largest blind lunch, in total darkness, in order to highlight the annual Day of Persons With Disabilities.

TOM... we serve more than 25 million cups of coffee each year and all of our coffee is ecologic, and FairTrade or UTZ-certified.

TOM... all breakfast buffets at our hotels in Sweden are certified by KRAV since 2001 and that we have been engaged as advisors when developing the criterias for KRAV.

TOM...thanks to our engagement in sustainability matters we have been named the most sustainable brand in the hotel industry, eight years in a row, by Sustainable Brand Index.

Olivia Dahlström | Hiring Manager

I'm interested
Scandic Hotels Group

Oslo
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