IT Support & Incident Manager — Swedish/English (Stockholm)

Gazelle Global; Stockholms kommun; Sur place; SEK 420 000 - 540 000; Plein temps

Résumé du poste

Gazelle Global in Stockholm, Sweden, is seeking a Support Account Manager to provide IT support with English and Swedish fluency. The role focuses on incident management, customer service, and ensuring a high standard of user experience.

As the primary contact for IT-related issues, you will log and track incidents, communicate progress, and assist with knowledge management and onboarding through training and documentation.

Qualifications

• 2–4 years of relevant professional experience.
• Fluency in English and Swedish - both are mandatory.
• Experience in incident management and customer service.
• Ability to accurately log, categorise and track incidents.
• Understanding of incident lifecycle management and escalation processes.
• Strong written and verbal communication skills.
• A customer-focused approach and the ability to keep users informed.

Responsabilités

• Act as the first point of contact for IT-related incidents and service requests.
• Log, categorise and manage incidents accurately.
• Track incidents throughout their lifecycle, ensuring timely resolution.
• Keep customers informed of progress, status updates and expected next steps.
• Follow appropriate escalation procedures when required.
• Create and maintain knowledge articles to support consistent service delivery.
• Deliver training sessions for new hires.
• Contribute to a positive customer experience through clear, professional communication.

Connaissances

Incident management

Customer service

English and Swedish fluency

Communication

Outils

ITSM tools

ITIL concepts

Description du poste

Gazelle Global in Stockholm, Sweden, is seeking a Support Account Manager to provide IT support with English and Swedish fluency. The role focuses on incident management, customer service, and ensuring a high standard of user experience.

As the primary contact for IT-related issues, you will log and track incidents, communicate progress, and assist with knowledge management and onboarding through training and documentation.