IT Service Desk Specialist

Gazelle Global; Helsinki; Hybrid; EUR 45 000 - 65 000; Full time

Job summary

An IT services provider is seeking an experienced IT Service Desk Specialist in Helsinki. This role involves providing first-level support, troubleshooting IT-related issues, and ensuring timely ticket closure. The ideal candidate should have 8-10 years of experience with strong skills in O365 and Windows. The position offers a hybrid work model of 2-3 days on-site per week.

Qualifications

• 8-10 years of experience in IT Service Desk operations.
• Hands-on experience with O365, Windows, hardware, and network issues.
• Knowledge of ITIL practices for incident management.

Responsibilities

• Provide first-level support for incidents and service requests.
• Log and track tickets in line with ITIL practices.
• Support and troubleshoot O365, Windows, and network-related issues.

Skills

IT Service Desk operations

O365 expertise

Windows troubleshooting

Network issue diagnosis

Excellent communication

Job description

Job Title: IT Service Desk Specialist

Location: Helsinki, Finland

Hybrid: 2-3 days per week on-site (negotiable)

Duration: 6-12+ months

Experience: 8–10 years

Role Overview

We are looking for an experienced IT Service Desk Specialist to provide first-level support in alignment with ITSMS/IAM practices, ITIL, and ITCC standards. The role involves handling incidents and service requests, providing initial troubleshooting and escalation, ensuring timely ticket closure, and performing trend analysis.

Key Responsibilities

• Provide first-level support for incidents and service requests via phone, chat, email, web portal, and self-help services.
• Log, diagnose, isolate, triage, resolve, dispatch, and track tickets in line with ITIL practices.
• Escalate issues where required and follow up to ensure closure within SLAs.
• Support and troubleshoot O365, Windows, hardware, and network-related issues.
• Perform ticket closure analysis and identify recurring issues/trends.

Essential Skills & Competencies

• Strong experience in IT Service Desk operations (8–10 years).
• Hands-on expertise in O365, Windows, hardware, and network issue diagnosis.
• Knowledge of ITIL practices for incident and service request management.
• Excellent communication and customer support skills.