Vacant job

Do you thrive in a social and varied daily routine where you make a tangible 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 association responsible for all IT operations for five member municipalities: Ödeshög, Vimmerby, Ydre, Boxholm, and Åtvidaberg. They are a wonderful team with broad and crucial expertise 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, meaning their workload is growing and their role now places even greater emphasis on service, dialogue, and communication.

As a Service Desk Agent at ITSAM, you work in their 1st line support, handling tickets received via phone, switchboard, email, and ticketing system. You will be the first point of contact for users, making your attitude and service skills crucial to the user experience. In addition to routing calls, guiding, and providing support, as well as registering and following up on tickets in the systems, you will perform basic troubleshooting, follow established processes, and actively contribute to their development. The role also involves close collaboration with colleagues in 2nd line support. The breadth of the role means you will work with a wide range of tasks – from simpler support issues to more complex challenges alongside more experienced technicians.

What we offer

• Opportunity to work 50% remotely after the onboarding period
• A dynamic workplace with lots of activity
• A flat hierarchy culture with a genuine team spirit and room for different personalities

Key responsibilities

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

• Respond to incoming support tickets via phone and email
• Troubleshoot and resolve technical issues at the first line
• Document tickets and solutions in our ticketing system
• Provide user support for systems and applications
• Escalate complex issues to other support levels
• Inform users about the status of ongoing tickets

We are looking for someone who

• Is comfortable with computers and has a strong technical interest
• Is highly service-oriented, empathetic, and enjoys helping others
• Communicates in a professional and clear manner
• Is curious, eager to develop, and can take ownership of driving tickets forward
• Has excellent proficiency in Swedish, both spoken and written
• Has good proficiency in English

It is an advantage if you have

• A valid driver's license

Our recruitment process

This recruitment process is handled by Academic Work, and our client's preference is that all questions regarding the role are directed to Academic Work.

We conduct rolling selections and will remove the ad once enough candidates have reached the final stages of the recruitment process. A CV is required when applying. We do not use cover letters as a selection method, so one is not needed. The recruitment process includes two selection tests: a personality test and a cognitive ability test. These tests are tools to help identify the candidate with the highest potential for the role, while promoting equality, diversity, and a fair recruitment process.