Service Desk Agent

Foxway Denmark; Solna kommun; On-site; SEK 320,000 - 440,000; Full time

Benefits offered by this job

Pension plan

Insurance

Wellness support

Employee discounts

Job summary

Foxway in Solna is seeking a Service Desk Agent to support one enterprise customer across laptops, mobile devices, tablets and accessories. You will handle cases via phone and written channels, troubleshoot and escalate when needed, and ensure cases move forward in our ticketing system.

Join an international team focused on circular IT solutions, with opportunities to grow in customer service, workplace technology and IT operations.

Qualifications

• Experience from Service Desk or IT support roles.
• Good understanding of laptops and mobile devices.
• Experience with ticketing systems, preferably ServiceNow.
• Ability to troubleshoot and escalate when needed.
• Structured, multitasking mindset.
• Service-minded with clear communication in Swedish and English.

Responsibilities

• Support end users with questions and incidents related to laptops, mobile phones, tablets and accessories.
• Handle incoming cases by phone and written channels, keeping users informed.
• Investigate and troubleshoot; escalate when deeper technical support is required.
• Advise users on devices, accessories and everyday usage.
• Register, update and follow cases in our ticketing systems.
• Work according to SLAs, processes and customer commitments.
• Coordinate with internal teams to route cases to the right people.
• Spot recurring issues and contribute to improvements.

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 **escalate** 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.