Swedish speaking IT Service Desk Agent

Are you looking for an opportunity to be part of a dynamic and forward-thinking IT Service Desk team? Academic Work is hiring an IT Service Desk agent on behalf of our client, where you’ll join a skilled team of 25 professionals spread across Copenhagen and Stockholm. As part of this team, you'll be the key point of contact for IT incidents, service requests, and user support, ensuring smooth operations in both administrative and production systems.

This full-time role offers 37 hours per week during office hours on weekdays, with shift-based schedules between 06:45 – 18:00, providing flexibility in your workday. Initially a 6-month consultancy assignment, this role has the potential for extension based on mutual satisfaction, giving you a great opportunity to grow with the team. You’ll be employed by Academic Work as a consultant.

• Provide 1st line IT support by answering Service Desk calls and handling incidents
• Collaborate with the team to optimize the use of manpower and resources
• Act as the single point of contact for users, analyzing and prioritizing incidents, and escalating them as needed
• Communicate solutions clearly to end users and ensure problem resolution with the help of suppliers

• Fluent in both spoken and written English and Swedish
• At least 2 years of experience in an IT support role
• Broad knowledge and experience in workplace services, particularly with Active Directory and Azure AD, Office 365, applications (SharePoint, Teams, Outlook, etc.), printer management, and Windows operating systems
• Knowledge of IT Service Management tools and techniques
• Strong customer service and communication skills

It is meritorious if you have

• Experience with Jira Service Management
• Familiarity with the ITIL framework Knowledge can be gained through education, experience or self-taught.

To succeed in the role you are:

• Service-minded: Always focused on the end user’s needs
• Team player: The team operates across two offices, so collaboration is key
• Autonomous: Takes initiative to improve processes and enjoys working in a dynamic, social team environment
• Adaptable: Comfortable with repetitive tasks and thrives in a fast-moving, evolving environment

Our recruitment process

This recruitment process is handled by Academic Work and it is our client’s wish that all questions regarding the position is directed to Academic Work.

Our selection process is continuous and the advert may close before the recruitment process is completed if we have moved forward to the next phase. The process includes two tests: one personality test and one cognitive test. The tests are tools to find the right talent for the right position, to enable equality, diversity, and a fair process.