Service Desk Engineer

Title: Service Desk Engineer

Location: Stockholm, Sweden

Duration: 12 Months - extendable

Shift: 9 hours

SOW:

Key Responsibilities

• Act as the first point of contact for users via phone, email, chat, or ticketing system
• Log, track, and resolve incidents and service requests as per SLA
• Troubleshoot issues related to:
• Windows / macOS operating systems
• MS Office / O365 / Outlook
• Hardware (laptops, desktops, printers)
• Network basics (LAN, Wi-Fi, VPN)
• Perform password resets, user account management, and access provisioning (AD, Azure AD)
• Escalate unresolved issues to L2/L3 teams with proper documentation
• Follow ITIL-based processes for Incident, Problem, and Request Management
• Maintain accurate ticket updates and documentation
• Provide remote support using tools like AnyDesk, TeamViewer, or similar
• Ensure customer satisfaction through timely and effective resolution

Required Skills

• Strong verbal and written communication skills
• Hands-on experience with Service Desk / IT Support operations
• Knowledge of ITSM tools (ServiceNow, Remedy, Freshservice, Jira, etc.)
• Basic understanding of Active Directory and user management
• Good troubleshooting and analytical skills
• Willingness to work in shifts (if required)

Preferred Skills

• ITIL Foundation certification
• Experience supporting global users
• Knowledge of SCCM, Intune, or endpoint management tools
• Exposure to cloud platforms (O365, Azure basics)

Education

• Bachelor’s degree in Computer Science, IT, or related field
• Relevant certifications are a plus