**Title:**
Service Desk Engineer

**Location: Vasteras, Sweden**

**Duration:**
Full Time

**Shift:**
9 hours

**SOW:**

**Key Responsibilities**

- Act as the first point of contact for users via phone, email, chat, or ticketing system
- Log, track, and resolve incidents and service requests as per SLA
- Troubleshoot issues related to:
- Windows / macOS operating systems
- MS Office / O365 / Outlook
- Hardware (laptops, desktops, printers)
- Network basics (LAN, Wi-Fi, VPN)
- Perform password resets, user account management, and access provisioning (AD, Azure AD)
- Escalate unresolved issues to L2/L3 teams with proper documentation
- Follow ITIL-based processes for Incident, Problem, and Request Management
- Maintain accurate ticket updates and documentation
- Provide remote support using tools like AnyDesk, TeamViewer, or similar
- Ensure customer satisfaction through timely and effective resolution

**Required Skills**

- Strong verbal and written communication skills
- Hands-on experience with Service Desk / IT Support operations
- Knowledge of ITSM tools (ServiceNow, Remedy, Freshservice, Jira, etc.)
- Basic understanding of Active Directory and user management
- Good troubleshooting and analytical skills
- Willingness to work in shifts (if required)

**Preferred Skills**

- ITIL Foundation certification
- Experience supporting global users
- Knowledge of SCCM, Intune, or endpoint management tools
- Exposure to cloud platforms (O365, Azure basics)

**Education**

- Bachelor’s degree in Computer Science, IT, or related field
- Relevant certifications are a plus