Service Desk Agent

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

Great service starts with solving the right problem.

At Foxway, we're transforming the way organizations buy, use and reuse technology. As a leading provider of Circular IT solutions, we help businesses manage workplace technology throughout its lifecycle while reducing both cost and environmental impact.

Within Circular Workspace Solutions (CWS), our Service Desk sits at the center of that experience — helping customers and their end users when they need support and making sure cases keep moving.

We're now looking for a Service Desk Agent to join our team in Solna, with a particular focus on supporting one of our major enterprise customers across laptops, mobile phones, tablets and accessories.

This is a role for someone who enjoys combining customer dialogue, problem-solving and administration — and who likes taking ownership of a case until it's in the right hands or fully resolved.

What you'll be doing

• Support end users with questions and incidents related to laptops, mobile phones, tablets and accessories.
• Handle incoming cases through phone and written channels, keeping users informed along the way.
• Investigate and troubleshoot cases you can resolve within Service Desk and escalated when deeper technical support is needed.
• Advise users and customer contacts on devices, accessories and everyday usage.
• Register, update and follow cases in our ticketing systems.
• Work according to agreed SLAs, processes and customer commitments.
• Coordinate with internal teams to make sure cases reach the right people and continue moving.
• Spot recurring issues and contribute to improving routines, knowledge and ways of working.

What you bring to the team

You don't need to know everything from day one. What matters is that you're comfortable working with technology, enjoy helping people and have the curiosity to figure things out.

• Experience from Service Desk, Help Desk, IT support, technical customer service or a similar customer-facing role.
• A good understanding of laptops, mobile devices and common workplace technology.
• Experience working with a ticketing or case-management system, ideally ServiceNow.
• The ability to troubleshoot, ask the right questions and know when a case needs to be escalated.
• A structured way of working, even when several cases and priorities are moving at once.
• A service-minded approach and confidence communicating with different types of users.
• Strong communication skills in Swedish and English, both written and spoken.

Experience from a larger enterprise or SLA-driven support environment is an advantage, but your mindset, ownership and ability to learn matter just as much.

Why Join Foxway?

You'll join an international company where technology and circularity go hand in hand — and a Service Desk team that plays an important role in making our customer experience work every day.

You'll have the opportunity to build your knowledge across customer service, workplace technology and IT operations while working with colleagues across different parts of Foxway.

We offer competitive pension and insurance benefits, wellness support, employee discounts and opportunities to continue developing within the company.

For the selected final candidate

Foxway will conduct a background check as part of our recruitment process, in accordance with applicable local legislation and our internal screening policy. The scope of the check depends on the position and the country in which it is based. You will be informed of the details, and your approval will be requested before any check is initiated.

How does Foxway operate?

Foxway is a fast-growing and dynamic organization with an international team of nearly 1,300 people. We operate across multiple countries, with key hubs across Europe.

Within Foxway, Circular Workspace Solutions (CWS) focuses on delivering sustainable workplace solutions through Device-as-a-Service, lifecycle services, and IT Asset Disposition offerings for enterprise and public sector customers.

Our mission is to make sustainable technology accessible to everyone by extending the life of IT equipment and enabling circular business models.

By joining us, you become part of a purpose-driven, international team that is shaping the future of sustainable workplaces and circular technology.