Arbetsbeskrivning

Job Description

Our client is seeking a multilingual Global Service Desk Consultant to provide high-quality IT support services to users across a global environment. The role involves delivering remote technical assistance through phone, web chat, and remote support tools while ensuring excellent customer service and adherence to established service standards.

The successful candidate will contribute to operational excellence by resolving technical issues, supporting end users, improving service processes, and assisting with complex troubleshooting activities. This position requires strong technical expertise within the Microsoft ecosystem, excellent communication skills, and the ability to work effectively in a fast-paced international support environment.

Key Responsibilities

• Deliver first-line and advanced technical support to users through telephone, chat platforms, and remote assistance tools.
• Manage and resolve support tickets within agreed service levels and quality standards.
• Follow established ITIL practices, including Incident Management, Request Fulfillment, and Problem Management processes.
• Serve as an escalation point for technical issues within the Global Service Desk and assist in resolving complex cases.
• Perform detailed troubleshooting and root-cause analysis to restore services efficiently.
• Contribute to continuous service improvement initiatives and support shift-left strategies to enhance operational efficiency.
• Maintain clear communication with users and stakeholders to ensure a positive support experience.
• Monitor support activities and recommend improvements to tools, workflows, and support processes.
• Assist with user account administration, permissions management, and system access requests.
• Support hardware, software, networking, and business application-related incidents.

Experience Required

• Experience working within an IT Service Desk, Help Desk, or Technical Support environment.
• Proven experience supporting users in a global or multinational organization.
• Hands-on experience troubleshooting Microsoft-based technologies and enterprise applications.
• Experience handling escalated technical incidents independently.
• Familiarity with IT service management frameworks and ticketing systems.

Estimated Experience Requirement: 3–5+ years of relevant IT Support or Service Desk experience.

Educational Requirements

• Diploma, Bachelor's degree, or equivalent qualification in Information Technology, Computer Science, Information Systems, or a related field.
• ITIL Foundation certification is highly desirable.

Required Skills

Technical Support & Troubleshooting

• Advanced Troubleshooting
• Technical Support
• Remote Assistance Tools
• Hardware and Device Support
• Incident Resolution
• Root Cause Analysis

Microsoft Technologies

• Windows 10 & Windows 11
• Microsoft 365 (O365)
• Microsoft Teams
• OneDrive
• Microsoft Exchange
• Active Directory
• Azure AD / Entra ID

Infrastructure & Networking

• VPN Support
• DNS Troubleshooting
• Network Connectivity Analysis
• Endpoint Management
• Intune
• SCCM

Service Management Tools

• ServiceNow
• ITSM Platforms
• SLA Management
• ITIL Framework

Business Applications

• SAP (User-Level Knowledge)

Language Requirements

The following languages are mandatory:

• Swedish – Proficient (Written and Spoken)
• English – Proficient (Written and Spoken)
• Spanish – Proficient (Written and Spoken)

Candidates must be comfortable supporting users and communicating professionally in all three languages.

Personal Attributes

• Strong sense of ownership and accountability.
• Excellent analytical and problem-solving capabilities.
• Ability to remain effective in high-volume and time-sensitive environments.
• Well-organized and structured approach to daily tasks.
• Strong interpersonal and stakeholder communication skills.
• Proactive team player with a customer-focused mindset.
• Ability to work independently while contributing positively to team objectives.

Work Arrangement

• Initial period will be primarily on-site in Lund, Sweden.
• Limited remote work may be permitted after onboarding, subject to business requirements and client approval.

Job Mode

Primarily On-site (Up to 25% Remote after onboarding and subject to approval)

Application Method: Interested candidates can apply by sending their profile to [email protected]