Service Desk Process Agent

Help design, build and continuously improve the clients online platform. Research, suggest and implement new technology solutions following best practices/standards. Take responsibility for the resiliency and availability of different products. Be a productive member of the team.

Requirements

Act as the first and single point of contact for all IT-related issues. Handle incoming requests via phone, email, web, and chat in a professional and courteous manner. Log, categorize, prioritize, and triage incidents and service requests, and assign them to the appropriate support teams when first-time resolution is not possible.

Ensure incidents and service requests are resolved within SLA and escalate issues to internal or external teams as required. Manage incidents throughout their lifecycle, keeping customers informed of progress until resolution. Diagnose and resolve technical issues to ensure customer satisfaction. Maintain and enhance technical knowledge to improve first-time resolution.

Identify and escalate recurring issues and service risks to service management teams. Share knowledge with team members and conduct training for new hires. Create and maintain knowledge articles in collaboration with L2 support teams. Manage end-user escalations in accordance with escalation management guidelines. Experience with ITSM tools and documentation.

Understanding of Service Desk processes and responsibilities. Strong customer service skills across phone and chat support. General IT knowledge and troubleshooting skills. Windows environment troubleshooting. Network troubleshooting. Hardware and general application troubleshooting. Knowledge of Microsoft applications, software, and tools.

ITIL certification or equivalent knowledge. Understanding of ITIL processes, including Incident Management, Service Request Management, Change Management, and Problem Management. Proficiency in English, Swedish, Danish, and/or Finnish. Fluency in English and Swedish is mandatory. Working proficiency in Danish and Finnish is strongly preferred.

Any combination of English, Swedish, Danish, and Finnish is an advantage.

Benefits

Fixed Term Employment Contract Work-Life Balance Flexible Work Mode What GeekSoft Consulting Offers International, collaborative consulting culture with clear career development paths. Comprehensive Swedish benefits package emphasizing well-being, mobility, and career growth.