Jobbeskrivning

**Key Responsibilities:**

• Provide first-level technical support via phone, email, chat, and ticketing systems

• Troubleshoot issues related to:

- Desktop/laptop hardware
- Windows operating systems
- MS Office and business applications
- Basic network connectivity (LAN, Wi-Fi, VPN)
- • Log, track, and manage incidents while meeting SLA targets
- • Perform user account administration (Active Directory, password resets, access issues)
- • Escalate complex issues to L2/L3 teams with proper documentation
- • Maintain accurate ticket updates and resolution notes
- • Follow ITIL best practices for incident and request management
- • Deliver excellent customer service at all times
- • Work in shift rotations as required

**Required Skills & Qualifications:**

• Minimum 1 year of experience in IT Service Desk / Help Desk / L1 Support

• Fluency in
**Swedish and English**
(written & verbal) – mandatory

• Strong knowledge of:

- Windows OS
- MS Office (Outlook, Word, Excel, Teams)
- Hardware & software troubleshooting
- • Experience with ticketing tools (ServiceNow, Jira, Remedy, etc.)
- • Basic understanding of ITIL processes
- • Strong communication, analytical, and problem-solving skills
- • Ability to work independently and within a team
- • Willingness to work in rotational shifts

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