Vacant job

Do you thrive in a social and varied daily routine where you make a concrete difference for the user, and do you want to work in a broad, developmental role within IT support and municipal service? Then look no further!

About the role

Itsam is a municipal consortium responsible for all IT operations for 5 member municipalities: Ödeshög, Vimmerby, Ydre, Boxholm, and Åtvidaberg. They are a wonderful team with broad and crucial competence in municipal IT operations and user support. Since September 1st, the service desk has also taken over the municipal phone exchanges for Åtvidaberg and Boxholm, which means their assignments are growing and their role will have an even greater focus on service, dialogue, and communication.

As a Service Desk Agent at ITSAM, you work in their 1st line support and receive cases via phone, switchboard, email, and case management system. You become the first point of contact for the users, which means both your attitude and service skills are crucial for the user's experience. In addition to connecting calls, guiding, providing support, and registering and following up on cases in the systems, you will perform basic troubleshooting, follow established processes, and actively contribute to developing them. The work also involves close collaboration with colleagues in 2nd line. The breadth of the role means you will work with a wide range of tasks – from simpler support cases to more complex challenges together with the more experienced technicians.

What we offer

• Opportunity to work 50% remotely after onboarding
• A workplace where a lot happens
• A flat hierarchy culture with genuine team spirit and room for different personalities

Responsibilities

The role involves handling incoming support questions and technical problems, from basic troubleshooting to guiding users through systems and applications, with the goal of ensuring high user satisfaction.

• Respond to incoming support cases via phone and email
• Troubleshoot and resolve technical problems on the first line
• Document cases and solutions in our case management system
• Provide user support for systems and applications
• Escalate complex cases to other support levels
• Inform users about the status of ongoing cases

We are looking for someone who

• Has good computer skills and a strong technical interest
• Is very service-oriented, empathetic, and enjoys helping others
• Has a professional and clear way of communicating
• Is curious, wants to develop, and can take responsibility for driving cases forward
• Has very good knowledge of Swedish in speech and writing
• Has good knowledge of English

It is an advantage if you have

• A driver's license

Our recruitment process

This recruitment process is handled by Academic Work, and our client's request is that all questions regarding the position be sent to Academic Work.

We apply continuous selection and will remove the ad when enough candidates have reached the final stage of the recruitment process. A CV is required when applying. We do not use cover letters as a selection method, so they do not need to be attached. The recruitment process includes two selection tests: a personality test and a cognitive ability test. The tests are a tool to find the candidate with the highest potential for the position and to promote equality, diversity, and a fair recruitment process.