Enterprise IT Service Desk Agent — Laptop & Device Support

Foxway; Solna kommun; On-site; SEK 260,000 - 380,000; Full time

Benefits offered by this job

Pension and insurance

Wellness support

Employee discounts

Career development opportunities

Job summary

Foxway is seeking a Service Desk Agent in Solna to support one major enterprise customer across laptops, mobile devices, tablets and accessories. The role blends customer dialogue, problem-solving and administration, with ownership of cases until resolution.

You will handle end-user inquiries via phone and email, document in the ticketing system, and escalate when needed. Fluency in Swedish and English, plus a service-minded approach, are essential.

Qualifications

• Experience in service desk or IT support roles.
• Strong knowledge of laptops, mobile devices and workplace tech.
• Experience with ticketing systems, ideally ServiceNow.
• Able to troubleshoot and escalate when needed.
• Structured, multi-tasking with multiple priorities.
• Customer-focused communicator across diverse users.
• Strong Swedish and English written and spoken communication.

Responsibilities

• Support end users with incidents related to laptops, mobile devices, tablets and accessories.
• Handle cases via phone and written channels, keeping users informed.
• Troubleshoot and escalate where deeper technical support is required.
• Advise users on devices and everyday usage.
• Register and update cases in ticketing systems.
• Work according to SLAs and processes.
• Coordinate with internal teams to route cases appropriately.
• Identify recurring issues and help improve routines.

Skills

Service desk experience

Laptop/mobile device knowledge

Ticketing system experience

Troubleshooting

Structured working style

Customer-focused communication

Swedish & English proficiency

Tools

ServiceNow

Job description

Foxway is seeking a Service Desk Agent in Solna to support one major enterprise customer across laptops, mobile devices, tablets and accessories. The role blends customer dialogue, problem-solving and administration, with ownership of cases until resolution.

You will handle end-user inquiries via phone and email, document in the ticketing system, and escalate when needed. Fluency in Swedish and English, plus a service-minded approach, are essential.