Case Officer for Helpdesk at the Swedish Migration Agency in Norrköping

At the Swedish Migration Agency, we work with one of the major societal issues of our time – migration. We are approximately 6,000 people here, and we have an unusually important job!

The IT support unit is now looking for case officers for the Helpdesk at the Swedish Migration Agency in Norrköping.

The IT support unit has 17 employees, of which 7 are part of the Helpdesk team. The team members have different backgrounds and competencies and work together to resolve incoming issues regarding technical support.

We are part of the Digitalization and Development Department, and together with staff from other units, we work with a holistic view of IT operations and support. Our primary task is to provide support to the operations in their work. Together with other units, we also actively work to improve the Swedish Migration Agency's IT infrastructure and IT systems.

As an employee at the Swedish Migration Agency, you can expect a rewarding job in a dynamic environment characterized by a focus on continuous improvement, collaboration, and respect for individuals. At the Swedish Migration Agency, you make a difference and contribute to societal benefit while enjoying a secure and stable employment.

Job Responsibilities

In Helpdesk, you primarily provide support via phone and email to the agency's employees and international contacts regarding our client environment and IT systems. You work with daily monitoring, troubleshooting, and reporting issues related to systems and our IT infrastructure. Your work includes prioritizing and resolving or distributing incoming support cases to other groups.

The position includes contacts with suppliers regarding, for example, hardware support for client equipment and other infrastructure components. You will also provide information via the Intranet and participate in the development of documentation around changes/news and routines. Planning and execution of practical installation work and technical projects/tasks are also part of the job, as well as planning and conducting training sessions.

We are looking for someone who

Initially, we see that your collaboration with others is characterized by attentiveness, clear communication, and a constructive approach. We also see that you are calm and accommodating in your interactions with others and have a genuine interest in helping others, making an effort to find solutions.

To thrive in this role, you need to have good analytical skills and the ability to break down problems to find solutions. You also need to be able to convey information in a way that is easily understandable for the recipient, which requires you to adapt how you communicate based on the recipient's conditions.

Finally, we see that you, as a candidate, find it easy to independently structure your work – you take responsibility and ensure that your processes move forward. Since you work with many different contact points, you also need to be able to shift perspectives and approaches based on rapidly changing circumstances and conditions.

You, who are applying, have

• A relevant higher education in the IT field or equivalent knowledge acquired through relevant work experience
• Good communication skills and can express yourself well in spoken and written Swedish and English
• At least 2 years of experience in Helpdesk/technical support
• As the position will be placed in a security class, Swedish citizenship is required.

It is advantageous if you have

• Experience in troubleshooting hardware and software
• Experience working in a support role within larger organizations
• Experience from the Swedish Migration Agency's operations

Security clearance with a background check according to the Security Protection Act (2018:585) will be conducted. Based on this, there is a requirement for Swedish citizenship. Employment is contingent upon a successful security clearance.

Information

Employment type: Permanent with a probationary period
Working hours: Scheduled working hours Monday-Friday. On-call duty included
Salary: Monthly salary. Individual salary setting applies.
Location: Norrköping
Start date: As soon as possible or by agreement

Questions

If you have questions about the position, please feel free to contact the recruiting manager. Contact details are provided below the advertisement.

Application

Welcome with your application by February 15, 2025.

About the recruitment process

For us, it is important that all competencies in the labor market are utilized. We therefore welcome all applicants and strive for a balanced gender distribution and diversity. As a government agency, we recruit based on merit and competence. At https://www.arbetsgivarverket.se/jobba-statligt/fragor-och-svar/Hur-ser-rekryteringsprocessen-ut-for-statliga-jobb/ (https://www.arbetsgivarverket.se/jobba-statligt/fragor-och-svar/Hur-ser-rekryteringsprocessen-ut-for-statliga-jobb/), you can read more about what this means.

We use selection questions during the application process. Please answer them as thoroughly as you can, as your answers are important for whether you qualify to proceed in the recruitment process. In some recruitments, we also use tests to assess how well your skills match the position you are applying for. During a possible interview, you may also be asked questions related to security.

If you wish to contact union representatives, contact details for Saco-S, Seko, and ST can be found at the bottom of the page “Job Vacancies and Interest Registration” on migrationsverket.se: https://www.migrationsverket.se/om-migrationsverket/jobba-hos-oss/lediga-jobb/fragor-och-svar-om-att-soka-jobb-hos-oss.html#svid12_5560a3b619996eafa4b2b0 (https://www.migrationsverket.se/om-migrationsverket/jobba-hos-oss/lediga-jobb/fragor-och-svar-om-att-soka-jobb-hos-oss.html#svid12_5560a3b619996eafa4b2b0)

To work at the Swedish Migration Agency, you need to have the right to reside and work in Sweden on one of the following grounds: Swedish citizenship (requirement for certain positions), Nordic citizenship, EU citizenship, or permanent residence permit.

If you have protected personal information, or other information that you consider to be sensitive, please contact [email protected] (mailto:[email protected]) before you submit your application, and we will tell you more about our security procedures.

https://www.migrationsverket.se/om-migrationsverket/det-har-gor-migrationsverket/personuppgifter.html (https://www.migrationsverket.se/om-migrationsverket/det-har-gor-migrationsverket/personuppgifter.html)

The Swedish Migration Agency's recruitments are conducted entirely by our own or contracted suppliers. We therefore ask not to receive phone calls and emails from recruitment companies and ad sellers.