IT Service Desk Specialist - 18653

Assignment Description

We are looking for an IT Support Specialist / Service Desk Analyst to provide user support across phone, email, portal, and chat.

In this role, you will help users by guiding them through technical issues, troubleshooting problems, and resolving incidents. You will work closely with the wider support team to improve processes, enhance service quality, and contribute to the continuous development of the IT support function.

The ideal candidate has previous experience in IT support or customer service, a strong service mindset, and an interest in technology. Retail experience and knowledge of ServiceNow or a similar case management system are highly relevant.

What You Will Work On

• Provide IT support through:Phone
• Email
• Portal
• Chat

Guide users through technical issues and troubleshooting

Investigate, resolve, and remediate IT incidents

Register and manage support cases in ServiceNow or similar systems

Follow established support processes and procedures

Escalate complex issues to the appropriate technical teams

Work closely with colleagues to improve support processes

Contribute to continuous development of the IT support function

Maintain a high level of user satisfaction and service quality

Work according to a schedule that includes both weekdays and weekends

What You Bring

• Degree with a technical focus from a college or university
• Previous experience in:IT Support
• User Support
• Service Desk
• Customer Service

Experience from the retail industry

Knowledge of ServiceNow or a similar case management system

Strong user and service orientation

Excellent communication and interpersonal skills

Genuine interest in technology and IT support

Motivation to develop within IT support

Very good Swedish and English skills, both written and spoken

Meticulous, structured, and solution-oriented approach

Ability to work effectively as part of a support team