Vacant job

For Tetra Pak, we are searching for a Global Service Desk Consultant (Swedish/English/Spanish) to provide IT support for users' IT environments remotely via phone/webchat and/or using remote assistance tools.

You will use your knowledge to improve business processes by analyzing the company's needs and implementing solutions. Some of your responsibilities may include: Defining technical architecture, training team members, monitoring and testing implemented tools, and solving complex situations.

Responsibilities:

• Resolve tickets within SLA and quality targets

• Follow ITIL processes (Incident, Request, Problem Management)

• Participate in continuous improvement and shift-left initiatives

• Act as the technical support escalation point within GSD

• Ensure high end-user satisfaction and communication

• Language Skills (Mandatory):

  • Swedish: Excellent spoken and written

  • English: Excellent spoken and written

  • Spanish: Excellent spoken and written

Technical Skills (Enhanced - More Technical Profile):

• Strong hands-on experience in the Microsoft ecosystem (Windows 10/11, O365, Teams, OneDrive, Exchange)

• Experience in Active Directory (user/account management, permissions)

• Knowledge of Azure AD / Entra ID basics

• Understanding of network fundamentals (VPN, DNS, connectivity troubleshooting)

• Experience with ITSM tools (preferably ServiceNow)

• Ability to perform advanced troubleshooting via remote tools

• Basic understanding of endpoint management tools (Intune/SCCM)

• Experience with hardware and device troubleshooting

• SAP Systems knowledge

Support Skills:

• Provide support via phone, chat, and remote tools

• Strong troubleshooting and analytical skills

• Ability to handle technical escalations independently

• Experience working in a global support environment

• Personal Skills:

  • Strong ownership and accountability

  • Ability to work under pressure in high-volume environments

  • Structured and organized way of working

  • Strong stakeholder communication skills

  • Team player with a proactive mindset