Support Executive

1 day ago

Malmo, Skåne, Sweden Solvex Solutions Full time

Support Executive – Service Desk

Location:
Malmö, Sweden (Hybrid role)

Employment Type:
Contract with extensions

Languages Required:
Norwegian (Fluent) + English

Overview:

We are seeking a
Support Executive – Service Desk
to join our client's multilingual IT support team in Malmö. In this role, you will provide high-quality frontline IT support to global end-users within an
ITIL-based service environment
. You will be responsible for resolving incidents, fulfilling service requests, and ensuring a seamless user support experience.

Key Responsibilities

  • Deliver
    L1/L2 IT support
    to users across global locations.
  • Troubleshoot
    hardware, software, M365, printing, and basic network access
    issues.
  • Perform
    user provisioning, access management, password resets, and group administration
    via Active Directory and Microsoft 365.
  • Log, track, and manage incidents and requests in
    ServiceNow
    , ensuring SLA compliance.
  • Provide clear, timely communication throughout the incident lifecycle.
  • Follow
    SOPs, knowledge articles, and ITIL processes
    to ensure consistent service quality.
  • Escalate issues appropriately and contribute to
    first-contact resolution
    targets.
  • Participate in
    continuous service improvement
    , documentation updates, and shift handovers.

Required Skills & Qualifications

  • Experience in a
    Service Desk / IT Support
    function (L1 or L2).
  • Hands-on troubleshooting experience with:
  • Microsoft 365 (Outlook, Teams, OneDrive)
  • Hardware & software issues
  • Printers and peripherals
  • Basic network troubleshooting
  • Strong understanding of
    Active Directory
    and M365 administration.
  • Familiarity with
    ServiceNow
    or similar ITSM tools.
  • Knowledge of
    ITIL processes
    (certification is a plus).

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