Service Desk Analyst

Job Description

We are looking for a Service Desk Analyst for our client. The Service Desk Analyst will act as the first point of contact for customers and internal users, providing IT support and service. The role involves assisting users across different regions including Sweden, Europe, North America, and Australia.

Key responsibilities include:

• Providing first-line IT support via phone, email, and remote support.
• Investigating and diagnosing technical issues reported by users.
• Logging all calls and emails in the incident management system.
• Assisting users with computer equipment and internal systems.
• Providing guidance, advice, and training to users when required.
• Resolving incidents and service requests within SLA timelines.
• Escalating complex technical issues to second- or third-line support teams.
• Maintaining a high level of customer service for all IT support requests.
• Collaborating and sharing technical knowledge with global colleagues.
• Working according to established IT support processes and procedures.

Experience Required

• Intermediate level
• Experience in IT Service Desk / Help Desk / First-Line Support is preferred.
• Candidates with technical knowledge through education or personal interest may also be considered.

Skills Needed

Technical Skills

• First-line IT support
• Incident management
• Troubleshooting hardware and software issues
• Remote support tools
• Basic knowledge of IT systems and computer equipment

Soft Skills

• Strong communication skills
• Problem-solving ability
• Customer service orientation
• Ability to collaborate with global teams

Language Requirements

Mandatory

• Swedish – Fluent (spoken and written)
• English – Fluent (spoken and written)

Advantage

• French
• German

Job Mode – Hybrid, Remote 25%

Apply via email: hr@semiconservicenordic.com