Senior Service Desk Analyst (Night-shift)
Hurtigruten Estonia OÜ
Senior Service Desk Analyst (Night-shift)
Hurtigruten Estonia OÜ
Senior Service Desk Analyst (Night-shift)
Hurtigruten Estonia OÜ

Senior Service Desk Analyst (Night-shift)

Hurtigruten Estonia OÜ

Senior Service Desk Analyst (Night-shift)

The Night Shift IT Sr service desk role will be a part of an active first-line IT team, responsible to resolve IT incidents, and service requests, from simple to mid-complex cases in a timely manner with quality, and active communication on the case status.

As a Night Shift IT Service Desk Sr Analyst, you’ll be responsible to be the resolve, recording, and documenting level IT support-related incidents/requests received from our internal end users via phone and our ITSM tool from 0:00 to 08:00 hrs (EET). Also to handover to other resolver groups that include the morning shift, second level, 3rd party vendor, or to the major incident response team.

Proactively communicate the user's case status, process, policies, procedures, and simple changes to systems. Perform hands-on fixes at a desktop level.

Participate in IT initiatives before/during/after changes, new services, or solutions (i.e., monthly patching health check or hyper care support)

Actively update articles in the internal collaborative knowledge base IT Tool

Attentive and fantastic customer service. Travel to company locations when needed.

The needed skills for a NightShift senior agent are:

•Experience in a similar role working in IT support/service desks is a must. The night shift requires experience in handling complex cases and prioritization of major and critical cases for escalation to a major incident team.
•A “can do” outlook with the ability to work on own initiative or as part of a team​
•Understanding of system usage from an end-user perspective
•Agile and Lean ways of working
•Strong customer service skills​
•Articulate & methodical approach to problem-solving
•Excellent interpersonal skills, both verbal and written​
•Ability to remain calm and efficient under pressure
•Self-motivation with commitment, drive, and enthusiasm
•Speak and write English fluently​**

Technical background and understanding:

•Microsoft technologies (cmd, PowerShell, windows, office client, edge, compatible hardware architecture x86)
•OSI ISO IT troubleshooting process
•Remote Support Tools
•Basic Windows Server services
•Cloud technologies (AWS, Azure)

Additional qualities:

•Experience working in a corporate environment
•Working experience during Night Shift
•Atlassian JIRA Service Management
•Microsoft O365 Administration (basic-mid level)
•ITIL Framework Foundations (Incident, service request, problem & change management)

Selle ametikoha keskmise palga info leiad aadressilt palgad.ee.


    Tallinn, Harjumaa, Eesti
    Tallinn, Estonia


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Eve Sepp

The undisputed global leader in sustainable inspirational adventure travel — a catalyst for change towards a greener travel industry. Formed in 1893, Hurtigruten Group is the world’s leading adventure travel group. We have 2,400+ employees worldwide, representing more than 50 nationalities. They form part of three main business areas — Hurtigruten Expeditions, Norwegian Coastal Express and Hurtigruten Svalbard — which offer unique small-ship and land-based adventures from pole-to-pole. For almost 130 years we have pushed boundaries on expedition travel and sailed tourists, locals and cargo around the Norwegian coastline and polar regions. We have made Norway more connected, impacting the lives of millions of people. And we continue to share knowledge with our international guests about wildlife, local communities, science and the natural world. As a group, we are revolutionising the travel industry’s approach to sustainability through a number of vital initiatives to protect the world we explore.

Ettevõtte kodulehthttps://www.hurtigruten.com/