Vacant job

The IT and Digital Development unit is now seeking a service-oriented and engaged Service Desk Officer to serve as the unit's face to all municipal IT users.

About the job

You will, together with your colleagues, staff and be responsible for the municipality's Service Desk. As a Service Desk Officer, you will work within a broad area – you are a generalist, know a little about many things, and work with the support of your colleagues.

In your work, you will help users with questions and orders concerning the municipality's consolidated IT delivery. Some cases can be resolved directly, while questions that require investigation or handling in other ways will be distributed to colleagues within the unit or solved together. The majority of inquiries are received and handled through the case management system EasitGo, where we document and follow up on the work, but cases can also be received and handled via phone. Within the group, there is also responsibility for staffing a visitor desk.

The work includes continuously creating and updating support materials such as cheat sheets and user information, as well as conducting training when necessary.

Working hours are flexible between 06:00 and 21:00 if the work allows, but are primarily between 07:30 and 17:00. Other times and evening work may become relevant during special operations, as well as during major delivery or change projects.

Who are you?

• You have a strong interest in IT, and maintaining a high service level is part of your personality.
• You want to work with the entire support chain and can handle multiple cases simultaneously without losing focus or compromising on the quality of the delivery. You have the ability to quickly get up to speed with new things.
• You are unpretentious and work equally well independently and in a team. As a person, you are responsible, meticulous, and always ready to go the extra mile.
• To succeed in the role, you have the ability to identify problems and solve them in a structured manner, with a clear focus on quality and a strong emphasis on service.

Your qualifications

• At least a 3-year upper secondary education.
• Experience in describing the use of systems and technology in a pedagogical manner in cheat sheets and instructions.
• Ability to express yourself well in Swedish and English, both verbally and in writing.
• Ability to create information about, for example, operational disruptions and changes with the user's perspective in focus (e.g., "What does this mean for me? What alternatives do I have?").
• Good experience in communicating and helping others via phone, email, chat, etc.
• Good experience using Word, PowerPoint, web publishing tools, etc., for communication.
• At least one year of experience working with service and customer handling in an IT service desk.
• Experience working with administration.
• At least one year of experience working with basic troubleshooting of software and hardware in IT support.
• At least one year of experience in handling, supporting, and troubleshooting hardware such as computers and peripheral equipment.

Meritorious qualifications

• Extensive experience in managing, supporting, and troubleshooting Windows in a corporate environment.
• Experience providing support and troubleshooting both on-site and via remote management tools.
• Experience managing objects via Active Directory and managing Group Policy Objects.
• Experience managing, supporting, and troubleshooting software such as Apple iOS, ChromeOS, printing services for computers and mobile devices, and common office applications (M365, etc.).
• Experience managing, supporting, and troubleshooting virtual machines and applications.
• You should have a good understanding of handling, supporting, and troubleshooting mobile hardware such as smartphones and tablets.

Meritorious is experience in managing, supporting, and troubleshooting via management systems such as:

• Microsoft SCCM
• Microsoft Intune
• VMware Horizon
• Google Admin Console
• MyQ

Does this sound interesting?

Register your application below. In this recruitment, Täby Municipality collaborates with Bemannia. If you have questions about the position, you are welcome to contact the responsible recruitment consultant, Jan Snellman, [email protected].

About the recruitment process

In Täby Municipality, recruitment is conducted using the competency-based recruitment methodology. The recruitment also includes various types of background checks to ensure a quality-assured process. Before any potential employment in Täby Municipality, you as a candidate are asked to verify relevant education and work experience, and to provide an extract from the Police's criminal record register ("Extract from the criminal record register for an individual according to Section 9, Paragraph 1 of the Act (1998:620) on criminal records"). The extract can be ordered on the Police's website: Check your own details, e-service | The Swedish Police Authority (polisen.se).

Processing of personal data

When you register your application, Täby Municipality will process your personal data to administer your application. The Municipal Executive Board of Täby Municipality is the data controller for these processing activities. Please read more about how Täby Municipality processes personal data on Personal Data - Täby Municipality (#).

Please note that your application is a public document according to the principle of public access, which means that your application documents may be requested.

Täby Municipality's offer

On Täby Municipality's website, you can read more about their benefits and what it is like to work in Täby Municipality.

Bemannia is a publicly owned and Swedish-owned staffing and recruitment company that provides competent and qualified personnel through rental, recruitment, and personnel contracts within Organization & Leadership, PR & Information, Marketing & Sales, Finance, Law, HR & Personnel, Property & Technology, IT & Data, and Office & Administration.