Service Desk Specialist

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

We are now looking for an IT Service Desk Specialist to join our international IT team. This is a hybrid role, requiring presence at our Tornio site approximately 50% of the working time.

About the role

The IT Service Desk is an essential part of Outokumpu’s global IT ecosystem. Our team supports employees around the world, resolves technical challenges and helps ensure that the tools and services people rely on every day work reliably.

As an IT Service Desk Specialist, you will provide first-line support to users who need help with hardware, software, access rights, networks and other IT-related services. Your work may involve resolving an issue affecting an individual user or contributing to the resolution of incidents with a wider impact on our critical production operations.

You will collaborate daily with local and global expert teams. Together, you will solve issues, identify root causes and continuously improve our services.

What you will do

• 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

What we expect from you

You will succeed in this role if you are a service-minded problem solver who can remain calm, even in busy or urgent situations. Curiosity and a genuine willingness to investigate, learn and explore new things are critical to success in this role. Not every issue comes with a ready-made answer, which is why we value someone who wants to understand what is causing the problem and find the right solution together with others.

We hope you have:

• A degree in IT or equivalent practical experience
• At least one year of experience in a Service Desk, IT support or similar role
• An 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

Considered an advantage

• Experience with ServiceNow or similar IT service management and ticketing systems
• Knowledge of the ITIL framework
• Experience from manufacturing or production environments
• Basic understanding of scripting or automation
• Swedish or German language skills

What we offer

We offer a meaningful role in an international environment where IT services play a central role in ensuring business and production continuity. You will be supported by a skilled team, have opportunities to continuously learn new things and help develop services that make a difference in the daily work of thousands of Outokumpu employees.