Service Desk Analyst

5 days ago

Stockholm, Stockholm, Sweden TECEZE Full time

About TECEZE

TECEZE is an IT services and solutions provider specialising in secure, scalable and resilient technology operations. We design, deploy and manage
infrastructure and digital workplace solutions
for customers worldwide, helping them modernise networks, datacentres and end-user environments.

Job Overview

We are looking for a motivated and customer-focused
L1 Service Desk / IT Support Engineer
to join our IT support team. The ideal candidate will provide first-level technical assistance to end users, troubleshoot common IT issues, and ensure timely resolution of incidents while maintaining a high level of customer satisfaction. Fluency in
both Swedish and English
is mandatory for this role.

Key Responsibilities

  • Provide
    first-level technical support
    to users via phone, email, chat, and ticketing systems
  • Troubleshoot and resolve issues related to:

-Desktop/laptop hardware

-Windows operating systems

-MS Office and standard business applications

-Basic network connectivity (LAN, Wi-Fi, VPN)

  • Log, track, and manage incidents and service requests while adhering to defined
    SLAs
  • Perform
    basic user account administration
    , including:

-Active Directory user management

-Password resets and account unlocks

-Access and permission-related issues

  • Escalate unresolved or complex issues to
    L2/L3 support teams
    with clear and accurate documentation
  • Maintain detailed and up-to-date ticket notes, troubleshooting steps, and resolution details
  • Follow
    ITIL best practices
    for incident, problem, and request management
  • Deliver a professional and positive
    customer support experience
    at all times
  • Participate in shift rotations and provide support during required business hours.

Required Skills & Qualifications

  • Minimum
    1 year of experience
    in an L1 Service Desk, Help Desk, or similar IT support role
  • Fluency in Swedish and English
    (both written and verbal) – mandatory
  • Strong working knowledge of:

-Windows OS

-MS Office (Outlook, Word, Excel, Teams)

-Basic hardware and software troubleshooting

  • Familiarity with
    ticketing tools
    (ServiceNow, Jira, Remedy, or similar)
  • Basic understanding of
    ITIL processes
  • Strong communication, customer-handling, and interpersonal skills
  • Good analytical and problem-solving abilities
  • Ability to work independently and collaboratively in a team environment
  • Willingness to work in
    shifts
    , including rotational or extended hours if required

Preferred / Nice to Have

  • ITIL Foundation certification
  • Experience supporting enterprise IT environments
  • Exposure to Office 365, VPN, and remote support tools
  • Prior experience in a multilingual support environment

Why Join Us

  • Opportunity to work in a dynamic and global IT support environment
  • Gain hands-on experience with enterprise systems and processes
  • Collaborative team culture with learning and growth opportunities

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