Information Technology Service Desk
4 days ago
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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