Jobbeskrivning

**Job Title :Service Desk Technician**

**Location :Malmö, Sweden**

**Time :7 AM – 5 PM**

**Long Term Contract**

**Language requirement: Swedish and English**

**Immediate to 15 days’ notice period preferred**

**Key Responsibilities**

- Receive, log, categorize, and prioritize incoming service requests and incidents
- Ensure all tickets contain complete and accurate information before escalation
- Route incidents to the appropriate support teams or resolution groups
- Provide first-line support for end-users
- Resolve standard incidents and service requests within agreed SLAs
- Attempt first-contact resolution wherever possible
- Escalate unresolved or complex issues following defined procedures
- Handle more complex technical incidents beyond L1 scope
- Perform in-depth troubleshooting and issue resolution
- Coordinate with other teams/vendors for escalations when required
- Take end-to-end responsibility for assigned tickets (optional)
- Communicate with users throughout the lifecycle of the incident
- Ensure proper follow-up and closure of cases
- Provide onsite technical assistance when required at the client location
- Support users directly with hardware/software issues and service requests

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