Vacant job

About the Role

We are currently looking for several Service Desk Agents who want to be part of a professional and customer-focused support team. In this role, you will serve as the first point of contact for users needing IT support, ensuring a high service level throughout the entire case management process.

You will work in an international environment where phone, email, chat, and web cases are handled daily.

Responsibilities

As a Service Desk Agent, you will:

• Serve as the first point of contact for IT-related questions and incidents.
• Handle incoming cases via phone, email, web portal, and chat.
• Register, categorize, and prioritize incidents and service requests according to established processes.
• Perform initial troubleshooting and resolve cases at first contact when possible.
• Escalate cases to the appropriate support group when further handling is required.
• Ensure cases are handled within agreed Service Level Agreements (SLAs).
• Follow up on cases and keep users informed about status and progress.
• Diagnose and resolve technical issues with a focus on customer satisfaction.
• Identify recurring problems and report service or quality risks.
• Contribute to knowledge sharing within the team and support the onboarding of new employees.
• Create and update knowledge articles in collaboration with other support levels.
• Handle escalations from end-users according to established guidelines.

Qualifications

We are looking for someone who:

• Has experience from Service Desk, Helpdesk, or IT support.
• Has a good understanding of IT environments, operating systems, and user support.
• Has experience with case management systems.
• Communicates clearly and professionally in Swedish and English. Additionally, you must have either Danish or Finnish as a third language.
• Is service-oriented, solution-focused, and structured.
• Thrives in a fast-paced environment and can handle multiple cases simultaneously.

Preferred Qualifications

• Experience with ITIL-based processes.
• Experience in international support environments.
• Knowledge of Microsoft 365, Active Directory, or similar platforms.

Personal Attributes

• Strong customer focus
• Good teamwork skills
• Analytical and problem-solving mindset
• Responsible and detail-oriented
• Positive and communicative

Application

Selection is conducted on an ongoing basis, and the position may be filled before the application deadline. We welcome your application today.