Service Desk Agent

Foxway AB; Göteborgs kommun; On-site; SEK 30,000 - 50,000; Full time

Benefits offered by this job

Competitive pension plan

Employee wellness benefits

Professional development opportunities

Employee discounts

Job summary

Foxway AB in Gothenburg is seeking a Service Desk Agent to manage customer orders and support users with IT-related inquiries. This role requires strong administrative skills and experience in customer support, with an emphasis on communication in both Swedish and English.

Join a company focused on sustainability with opportunities for personal and professional development. You will be part of a fast-paced culture that promotes team spirit and individual growth.

Qualifications

• At least 2 years of experience in Service Desk, Help Desk, or customer support.
• Strong administrative and organizational skills.
• Ability to manage multiple tasks simultaneously.

Responsibilities

• Handle customer order administration from start to finish.
• Support users with IT-related questions via phone, email, or in person.
• Proactively manage order backlogs and ensure compliance with service agreements.

Skills

Customer support experience

Administrative skills

Communication skills (Swedish and English)

Experience with ServiceNow

Windows/macOS knowledge

Tools

ERP systems (e.g., Jeeves)

Ticketing systems (ServiceNow)

Job description

About the role

As a Service Desk Agent, you will play a central role in our daily operations and customer journey. You will manage customer orders, coordinate deliveries, support users with IT-related inquiries, and collaborate closely with internal teams to ensure smooth and efficient service delivery. This is a role for someone who thrives in a high‑paced environment, enjoys taking ownership, and values both structure and teamwork.

Responsibilities

• Handle customer order administration from start to finish.
• Register, plan, release, and monitor orders according to SLAs and agreed delivery timelines.
• Proactively manage order backlogs and keep delivery statuses updated in ERP systems and communication platforms.
• Troubleshoot and resolve order‑related incidents in collaboration with internal departments.
• Support users with IT‑related questions and provide guidance via phone, email, or in person.
• Guide users through troubleshooting in a clear and service‑oriented way.
• Work actively to ensure high customer satisfaction and operational quality.
• Contribute to continuous improvements of workflows, routines, and internal knowledge sharing.
• Ensure compliance with internal targets, processes, and service level agreements.

Qualifications

• At least 2 years of experience within Service Desk, Help Desk, customer support, logistics administration, or a similar operational role.
• Strong administrative and organizational skills.
• Experience working with ticketing systems such as ServiceNow.
• Experience working with ERP systems, preferably Jeeves.
• Good understanding of Windows/macOS environments and Microsoft Office Suite.
• Excellent communication skills in both Swedish and English.
• The ability to prioritize effectively and manage multiple tasks simultaneously.
• This role requires on‑site presence at our Gothenburg office at least four (4) days a week.

Why join Foxway?

You will be part of a purpose‑driven company where technology and sustainability go hand in hand. We offer a collaborative environment with engaged colleagues, opportunities to grow, and the possibility to make real impact every day.

Benefits

• A workplace focused on circular and sustainable innovation.
• A supportive and fast‑paced culture with strong team spirit.
• Opportunities for personal and professional development.
• Competitive pension, insurance, and wellness benefits, employee discounts.