Service Desk Technician

Truesec; Stockholms kommun; On-site; SEK 334,800 - 502,200; Full time

Job summary

Truesec is looking for a Service Desk Technician based in Stockholm to be the first point of contact for IT support. Your responsibilities will include troubleshooting and resolving hardware and software issues, supporting colleagues through various channels, and coordinating IT purchases.

The ideal candidate will have a strong technical background, outstanding customer service skills, and be proactive in driving improvements. Fluency in both English and Swedish is necessary.

Qualifications

• Technical background with a passion for outstanding customer service.
• Proficient in English & Swedish both speaking and writing.

Responsibilities

• Support requests through all channels (phone, email, ticketing system, walk up).
• Troubleshoot and resolve technical issues within agreed service levels.
• Keep colleagues informed on the status of their technical issues.

Skills

Knowledge and experience in hardware, software, and network areas

Some experience with Microsoft 365 and Azure

Problem solving skills

Communication skills

Curiosity around technical trends

Proactiveness

Experience working with Jira or similar systems

Job description

Service Desk Technician

In the role of a Service Desk Technician, you will be the first point of contact for our employees when it comes to questions around internal IT. You will be responsible for receiving, resolving, and escalating technical issues and proactively ensuring colleagues have everything they need. This includes providing basic computer training, assisting in configuration, set up and maintenance, patching and performance testing, creating FAQs and training manuals, and maintaining high delivery levels to prevent breaches and minimize impact.

The Role

Your day-to-day duties will involve supporting requests through all channels (phone, email, ticketing system/web portal, walk-up), troubleshooting and resolving technical issues within agreed service levels, escalating unresolved requests to higher tiers, keeping colleagues informed on the status of their technical issues, prioritizing incoming tickets, coordinating the purchase of IT hardware, software, and licenses, managing on- and off-boarding of employees, and contributing to continuous improvement of our internal IT environment.

Responsibilities

• Support requests through all channels (phone, email, ticketing system/web portal, walk up)
• Troubleshoot and resolve technical issues within agreed service levels
• Escalate unresolved requests and incidents to higher tiers
• Keep colleagues informed on the status of their technical issues
• Prioritize incoming tickets
• Coordinate the purchasing of IT hardware, software, and licenses
• On- & off-boarding of employees
• Contribute to the continuous development of our internal IT environment by driving smaller improvements and initiatives alongside day-to-day support

Qualifications

In order to be successful in this role, you should have a technical background with a passion for delivering outstanding customer service. The majority of the issues will rely around software, hardware or network, and you should therefore be knowledgeable in those areas. You should be proactive, service-minded, self-driven, and structured, comfortable taking ownership, solving technical challenges, and driving improvements beyond day-to-day work.

Required Skills

• Knowledge and experience in hardware, software, and network areas
• Some experience with Microsoft 365 and Azure
• Curiosity around technical trends and innovations
• Problem solving skills
• Structure and the ability to prioritize
• A service minded individual with good communication skills
• Proactiveness
• Information security mindsetExperience working with Jira, Atlassian, or similar platforms and systems
• Experience driving smaller technical projects or implementations, for example introducing new tools or processes in the organization
• Experience from technical projects, preferably within ITSM
• Proficient in English & Swedish both speaking and writing

Bonus Skills

• Experience with Azure, Entra ID, Microsoft 365 and Intune
• Network and/or security experience
• Other scripting or programming languages (e.g., Powershell, Python, or Javascript)

Due to the sensitivity of our work, we require Swedish citizenship, citizenship in an EU country, or a Swedish work permit.