Hybrid IT Service Desk Specialist - First-Line Support

Outokumpu; Tornio; Hybrid; EUR 42,000 - 54,000; Full time

Job summary

Outokumpu is seeking an IT Service Desk Specialist to join our international IT team in a hybrid role at the Tornio site. The successful candidate will provide first-line support for hardware, software, access rights and networks, working with local and global teams to ensure reliable IT services.

You will handle user inquiries via chat, portal, phone, or email, resolve issues remotely, and document actions in the ITSM system while contributing to knowledge base improvements.

Qualifications

• A degree in IT or equivalent practical experience.
• At least one year of experience in a Service Desk, IT support or similar role.
• Interest in IT technology and a basic understanding of computer systems, mobile devices and end-user support.
• Strong analytical skills and a systematic approach to problem-solving.
• Basic knowledge of Windows workstations, Microsoft 365 and Active Directory user administration.
• Fluent Finnish and English language skills, with the ability to explain technical topics clearly to different user groups.
• A customer-oriented, collaborative and responsible way of working.
• A willingness to develop your own expertise and take responsibility for the continuous improvement of services.

Responsibilities

• Act as the first point of contact for users seeking technical support via chat, service portal, phone or email.
• Investigate and resolve IT issues remotely, gathering the required information for further investigation when needed.
• Advise and guide users in the use of IT services and digital tools.
• Escalate unresolved issues, or those requiring deeper expertise, to the appropriate support teams.
• Document investigations, actions and resolutions in our IT service management system.
• Share user feedback and improvement ideas with internal teams to support continuous service development.
• Contribute to maintaining the IT knowledge base and identify opportunities to improve ways of working and processes.

Skills

IT knowledge

Service Desk experience

End-user support

Analytical skills

Windows/Microsoft 365/AD

Finnish language

English language

Willingness to develop

Education

Degree in IT or equivalent

Tools

ServiceNow

Job description

Outokumpu is seeking an IT Service Desk Specialist to join our international IT team in a hybrid role at the Tornio site. The successful candidate will provide first-line support for hardware, software, access rights and networks, working with local and global teams to ensure reliable IT services.

You will handle user inquiries via chat, portal, phone, or email, resolve issues remotely, and document actions in the ITSM system while contributing to knowledge base improvements.