Service Desk Technician

Curium Pharma; Helsinki; Hybrid; EUR 36,000 - 48,000; Full time

Job summary

Curium Pharma is seeking an IT Service Desk Analyst to provide frontline support for employees and partners worldwide. You will log, diagnose, and resolve incidents within SLAs, and escalate where needed, ensuring timely and high-quality technical assistance.

The role requires a 2+ year background in IT support, strong knowledge of Windows and Microsoft 365, and fluency in Finnish and English. You will work with remote tools and ITSM processes, contributing to knowledge bases and ongoing service

Qualifications

• Bachelor's degree in IT or equivalent professional experience.
• 2+ years in a Service Desk / IT support role in an international environment.
• Strong troubleshooting skills on Windows and end-user hardware.
• Familiarity with ITSM processes (Incident, Request, Knowledge) and SLAs.
• Experience with remote support tools and endpoint management basics.

Responsibilities

• Provide first-line support via Freshservice, phone, chat and email; ensure accurate ticket creation and lifecycle updates.
• Troubleshoot and resolve incidents related to end-user devices, operating systems, Microsoft 365, collaboration tools and approved business applications.
• Fulfil service requests (software installation/configuration, access requests, equipment requests) following standard procedures and security policies.
• Support user onboarding/offboarding: account setup coordination, workstation readiness, and user guidance on core tools and security best practices.
• Use remote support tools to assist users; collaborate with local IT/field services when hands-on intervention is required.
• Escalate complex issues to the appropriate resolver groups with clear diagnostics and evidence.
• Create and maintain knowledge base articles, procedures and troubleshooting guides; contribute to reducing repeat incidents.
• Maintain accurate asset and user device records in Freshservice and ensure data quality for reporting and compliance.
• Communicate clearly and professionally with users, providing status updates and setting expectations throughout the resolution process.
• Participate in shift coverage and on-call/major incident support according to the Global Service Desk operating model.
• Backfill the field service desk technician on request.

Skills

Finnish language proficiency

English language proficiency

Customer service mindset

Troubleshooting

Time management

Clear communication

Education

Bachelor's degree in IT

Tools

Freshservice

Microsoft 365

Active Directory/Entra ID

Intune

SCCM

Job description

Select how often (in days) to receive an alert:

Serve as the first point of contact for Curium employees and partners worldwide, providing timely, high-quality technical assistance through the Global Service Desk. Log, diagnose, resolve and/or elevate incidents and service requests in line with agreed SLAs, while contributing to knowledge and continuous service improvement.

Essential Functions

• Provide first-line support via Freshservice, phone, chat and email; ensure accurate ticket creation and lifecycle updates.
• Troubleshoot and resolve incidents related to end-user devices, operating systems, Microsoft 365, collaboration tools and approved business applications.
• Fulfil service requests (software installation/configuration, access requests, equipment requests) following standard procedures and security policies.
• Support user onboarding/offboarding: account setup coordination, workstation readiness, and user guidance on core tools and security best practices.
• Use remote support tools to assist users; collaborate with local IT/field services when hands-on intervention is required.
• Escalate complex issues to the appropriate resolver groups (workplace, network, server, security, applications) with clear diagnostics and evidence.
• Create and maintain knowledge base articles, procedures and troubleshooting guides; contribute to reducing repeat incidents.
• Maintain accurate asset and user device records in Freshservice and ensure data quality for reporting and compliance.
• Communicate clearly and professionally with users, providing status updates and setting expectations throughout the resolution process.
• Participate in shift coverage and (where applicable) on-call/major incident support according to the Global Service Desk operating model.
• Backfill the field service desk technician on request.

Requirements

Must have Experience/Skills:

• Bachelor's degree in IT (or equivalent professional experience).
• 2+ years in a Service Desk / IT support role in an international environment.
• Demonstrated experience working with ITSM processes (Incident, Request, Knowledge) and SLAs.
• Strong troubleshooting skills on Windows and common end-user hardware/peripherals.
• Good knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint).
• Familiarity with identity and access concepts (Active Directory / Entra ID), MFA and basic security hygiene.
• Experience with remote support tools and endpoint management basics (Intune / Autopilot / SCCM) is advantageous.
• Basic networking knowledge (TCP/IP, DNS, Wi‑Fi, VPN, connectivity troubleshooting).
• Excellent customer service mindset; ability to prioritize and work under time pressure.
• Fluent in Finnish andEnglish (written and spoken); additional languages are a plus.

Nice to have Experience/Skills:

• Hands-on experience with Freshservice (or equivalent ITSM tool) including knowledge article creation.
• ITIL Foundation certification or practical ITIL experience.
• Experience supporting Teams telephony / conferencing room equipment.
• Exposure to regulated environments (GxP) and validated processes.