Information Technology Service Desk

4 days ago


Malmo, Skåne, Sweden Avance Consulting Full time 350,000 - 550,000 per year

Role
: Service Desk Agent

Location
: Malmo, Sweden

Job Type:
Permanent

Job Mode:
Onsite

Responsibilities:

  • Provide
    IT support
    (via phone, email, chat, portal) to global end-users.(Denmark, Sweden, Norway)
  • Handle
    incidents and service requests
    related to hardware, software, M365, printing, and network access.
  • Support
    user provisioning, password resets, group management, and account unlocks
    across Active Directory and Microsoft 365.
  • Ensure all issues are logged and resolved within
    defined SLAs
    using tools like
    ServiceNow
    .
  • Perform
    first-call resolution
    or timely escalation to L2/L3 teams.
  • Maintain
    high customer satisfaction
    , professional communication, and structured updates during incident lifecycle.
  • Participate in
    shift operations
    , team huddles, and continuous service improvements (CSIs).
  • Adhere to
    knowledge articles and SOPs
    , raise documentation gaps in QA/KM.


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