Norwegian or Swedish Speaking IT Service Desk Delivery Lead, Tietoevry Tech Services

Tietoevry Tech Services helps Nordic societies and businesses transform their processes, applications, and infrastructure for greater business agility, speed, security, and efficiency.

We invite you to join our IT Service Desk department with the biggest Scandinavian speaking customer service team in Latvia . Our team provides IT services for corporate customers in public sector, utilities, retail and logistics. Delivery Lead ensures high level of Service Desk operations by supervising the daily processes, providing guidance, maintaining relationships with the stakeholders and making the necessary adjustments, improvements to processes

We expect you to have:

• Fluent in English and Norwegian or Swedish language (working with foreign customers and colleagues)

• Strong experience and knowledge of the business environment - IT Service Desk/ Customer Service operations​

• Knowledge of ITIL frame, LEAN or Six Sigma will be considered as an advantage​

• Respectful and empathetic personality with excellent cooperation and customer service skills

• Result-oriented mindset accepting the accountability for own work

• Advanced communication, problem-solving, decision-making skills and able to manage stress in a constructive way​

• Fully independent, self-motivated person with continuous development orientation and strong execution capability (pro-active, self-driven)

With us you will be responsible for:

• Ensuring and maintaining high level service desk operations according to the SLAs and other internal quality standards

• Developing good understanding of customer business, contracts and be accountable for meeting customer expectations

• Adapting department plans and priorities to address resource and operational challenges

• Identifying risks and proposing mitigation plan and managing or participating in improvement projects

• Negotiating and forming effective communication and productive relationship with team and stakeholders

• Be responsible for the crisis, emergency situations management and act as an escalation point and take necessary actions to fix the crisis

• Be responsible for the handling of customer feedbacks, suggestions and complaints according to the internal policy, timely and regularly

• Providing technical first line supervision for the team members, supervising the training for newcomers and providing feedback to Line Management on employee performance

We Offer:

• Working experience on an international level in a leading global IT company 

• Professional and personal development opportunities, growth opportunities 

• Scandinavian values, business stability and openness

• Dynamic and friendly work environment

• Excellent and competent colleagues 

• Possibility to work from home within Latvian borders, hybrid work model

• Competitive remuneration up to 2600 EUR monthly/gross* and benefits package (Premium health insurance which covers sports, dentistry, massages, medical treatments, etc., additional days off and a lot more)  

*Monthly salary offer will be defined based up on the candidate’s professional competence compliance with job demands. The salary is a part of the remuneration package provided by Tietoevry Tech Services Latvia, that includes additional bonuses and opportunities (health insurance, additional holidays, professional development etc.)

#LI-Hybrid

#LI-SK4