Vacant job

Do you have experience in 1st line support and are driven to provide users with the best possible service? Would you like to be part of Sweden's largest trade union that improves people's working lives every day? As a 1st line agent at Unionen, you will be offered great development opportunities and a chance to change society. Welcome with your application!

About the position

This position is a temporary contract lasting until at least 2026-12-31. The recruitment process is conducted through Bravura, and you will be employed directly by Unionen for the duration of the contract.

About the company

Unionen is Sweden's largest trade union for white-collar workers in the private labor market. Their vision is to create security, success, and joy in working life. Unionen has influence and responsibility for more than just themselves, with an ambition to drive issues that affect society as a whole. They contribute by helping people in the private labor market improve their situation every day. Nationally, Unionen has offices in over 18 regions with more than 900 employees, and in the central Stockholm office, there are currently 600 employees. For Unionen, corporate culture is incredibly important and is characterized by community, security, and openness. They offer a stimulating and challenging work environment that allows you to work with the latest technology. In recent years, Unionen has undergone extensive digital development, and as a result, they are now investing in a new internal 1st line team that was previously external. In the role of 1st line agent at Unionen, you will have the opportunity to help build and develop the 1st line team and will be offered many development opportunities going forward.

Job responsibilities

As a 1st line agent at Unionen, you will belong to their IT department, which currently consists of 26 people, and in a 1st line team of 6 people. In this role, you will be responsible for providing technical support and advice to users within Unionen's organization and giving instructions on how to solve problems or use software. You will receive and register cases from users via the service management system ServiceNow. You will diagnose and resolve issues related to software, networks, and hardware for various devices, including computers, printers, and mobile devices. Additionally, you will create and maintain knowledge base articles in ServiceNow and work with the installation and maintenance of clients. If necessary, you will also assist with various onsite issues, such as troubleshooting in conference rooms.

Since you will have many points of contact within Unionen, you are responsible for providing excellent customer service and collaborating well with your colleagues.

Overall job responsibilities: • Responsible for technical support and advice to users in Unionen's organization • Receive and register cases • Assist users onsite at the office as well as via phone and email • Diagnose and resolve issues • Provide excellent customer service and collaborate with your colleagues

Education, experience, and personal qualities

• Previous work experience in 1st line support • Good technical knowledge and understanding of the IT field • Very good knowledge of Swedish and English in both speech and writing • Good knowledge of various technical platforms, devices such as operating systems, software, and networks

• Experience with case management in ServiceNow is a merit. To fit the role of 1st line agent at Unionen, we see that you are a service-oriented person who has the ability to communicate clearly and professionally. You enjoy supporting and helping colleagues and users and feel comfortable asking for help when needed. Furthermore, we see that you are a structured person who can handle multiple cases simultaneously and prioritize tasks. Finally, we see that you are a patient person who can handle stressful situations without affecting the quality of your work.

Other information

Start: Immediately Location: Hötorget, Stockholm Salary: By agreement

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