As IT Service Desk Supporter, you will be part of a dynamic IT Service Desk team in a transformation phase moving from being a hotline desk to become an IT Service Desk supporting more broadly and take over a number of support tasks from other units in the IT departments in NORDEN.

Ambitions are high, and your days will be exciting while working with both local and international colleagues at the office in Hellerup. You will become an active player on our team from day one and gain hands-on experience with ensuring adequate integration of new services into the service catalogue. Furthermore, you will work closely together with the rest of the ServiceDesk team in solving and managing day to day incidents and service requests from employees around the world ranging from onboarding new employees to provide application support and solving IT issues on various business critical applications.

What is in it for you:

  • Not one day will look alike and hence, your work assignments will range widely
  • Be part of developing the team from being a Hotline desk to a Service Desk team in an advanced IT Service Delivery model
  • Be part of the “shift-left” development based on the IT Service Delivery Strategy to offload other IT units and to improve the IT capabilities in NORDEN
  • Perform the daily IT support for our skilled colleagues from our different sites and make a crucial difference in their everyday lives
  • Continuously develop your IT Skills and knowledge of the industry

Primary responsibilities: 

  • Perform the daily IT support for our skilled colleagues from our different sites and make a crucial difference in their everyday lives
  • Managing a wide range of business technical incidents through to resolution with a high degree of ownership
  • Ensuring that all call details are captured, and that clear updates and closure notes are maintained in the call logging software
  • Using effective Q&A with customers to obtain detail for "Problem Management" team to explore if escalation across teams is required.
  • Creating KBA’s (Knowledge Based Articles) and IT Standard Operating Procedures (SOPs) for new services and keeping them up to date
  • Effectively share knowledge and maintain good communication with all colleagues as to issues that impact service or solutions, hit or exceed team targets
  • Purchase, setup & maintenance of workstations, laptops, and mobile phones 
  • Support of desktop and mobile software (OS, inhouse applications, Office 365) 
  • AD hoc tasks, support of meeting rooms & video conference equipment, basic network, and printer support 
  • Project support such as Service Transition and Quality assurance of SOPs

Your qualifications:

  • You are IT-educated or have otherwise acquired IT skills
  • Professional telephone manner with relevant experience with customer service, telephone support or call centre in an international environment
  • Positive personality with a strong work ethic and ability to work effectively within a team
  • Working individually or as part of a team developing Service Improvement Initiatives
  • Experienced in working with various technologies and support in various business applications
  • ITIL certification is a plus, but not necessary, preferable experience working with ITIL processes
  • Passion for customer service, for new technologies and for Continual Service Improvement
  • Good understanding of Windows desktop and server operating systems, mobile operating systems. Citrix and networks competencies are a plus
  • Business applications 1st line support is a plus (Microsoft 365, IMOS, CRM, Navision, or other similar applications)
  • Experience of IT Support in a shipping business environment preferred but not required
  • Eligible to work in Denmark, and working language is Danish and English

Skills and personality

  • Service minded
  • Analytical skills
  • Ability to learn quickly
  • Ability to work under pressure
  • Empathy
  • Integrity
  • Excellent communication skills in English and Danish - written and oral, customer focussed, team-worker, is flexible and easy to adapt to changes, is a problem solver and able to work systematically and with little direct supervision 

What we offer:
A key role in a dynamic international working environment with a large degree of flexibility. Lots of great colleagues within a flat organization where social interaction is key to teaming with others. Competitive benefits and great development opportunities.

Our company:

NORDEN was founded in 1871, making it one of the world’s oldest internationally operating shipping companies. We are at the heart of global trade, providing reliable and efficient dry cargo and product tanker services to customers across the world, enabling smarter global trade. With 11 offices across 6 continents, NORDEN is an integrated part of the global commodity trade with close proximity to our customers.

About us

We do not offer jobs at NORDEN, we offer careers. We are extremely proud of the feeling of community, support and respect that we have nurtured at NORDEN, resulting in what we believe is a vibrant, exciting, respectful and ethical environment where individuals have the autonomy and empowerment to make decisions that matter – work that yields tangible results in the real world.


If you have any questions regarding the role, please contact Hanne Rønning Krogh, Head of IT Service Delivery on Deadline for applications is September 25th 2021.