About Nokia IT
At Nokia IT, we are in a fast-paced digitalization journey. We are transforming into a modern, digital organization that globally delivers seamless technology experiences to 100,000 employees, as well as external users across the world, based on trusted IT infrastructure, applications and security capabilities.
To build a world-class IT organization, we are looking to find, grow and keep the best talent in various disciplines and areas.
Are you a hands-on technologist that wants to use knowledge to create an impact? Are you passionate about the digital era?
Do you value a culture of transparency and accountability, and work with customers in your heart? Then join the diverse and global Nokia IT team!
In this role, you will be part of the Infrastructure team, which ensures the stability, availability and high performance of the IT infrastructure that serves Nokia’s entire workforce and upholds the technology for almost every single interaction of the company’s business.
and we grant IT support to a global community of end-users. On top of keeping our end-users satisfied every day, our immediate strategic priority is to progress rapidly in our aggressive digital transformation and in our journey towards a cloud-based environment.
In IT Infrastructure, you are part of a team that is redefining IT and shaping the future of Nokia.
Responsible to manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved, and customer expectations are met or exceeded.
Responsible for ensuring the Global IT support team is meeting and exceeding expectations in regard to performance, meeting defined metrics / benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
Provision of end-user support and ensures user efficiency by resolving problems and inquiries. The Service & Support Specialist supports business software and hardware in an area of expertise.
May act as a help desk support to register trouble tickets and solves complex issues from end users of software application and tools.
Performs routine assignments within standardized procedures and practices with regular supervision to achieve objectives and meet deadlines.
Receives instruction, guidance and direction from others and uses own knowledge and existing procedures to solve standard problems .
Education & Experience
Job Key Tasks & Responsibilities
Resolve and identify root cause of issues and communicate appropriately to internal and external customers.
to ensure successful delivery of services by Service Provider Participate in periodic reviews providing feedback on Service Provider performance identifying opportunities to improve Service Delivery.
Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
PO review and approval / budgeting responsibility.
Acts as a technical support expert in the service or solution and has deep knowledge about the solutions used in the cloud-based environments.
Solves incidents and service requests. Assists with incident escalation and Root Causes Analysis (RCA) review.
Should be conversant with cabling requirements and should be able to support on cabling needs as needed. Should be able to handle local infrastructure including network and voice services, building cabling, and managing IT equipment rooms.