Join our exciting journey and help shape the future of onsite IT support!
We are embarking on an exciting transformation as we bring our local IT support services in-house. This is a unique opportunity to help build a modern, proactive, and business-focused onsite support organization. We're looking for passionate people who are curious, customer-focused, and eager to improve the way we work. If you enjoy innovating, collaborating with great colleagues, and taking action you'll fit right in!
Key Responsibilities and Tasks
User support
- Provide onsite and remote support for users in Sickla/Nacka and across the Nordic and Baltic region
- Handle regular and advanced/L2 EUC support for incidents and service requests, including prioritization, troubleshooting, escalation and follow-up
- Ensure support delivery is aligned with agreed processes, SLAs and business priorities
- Act as local specialist and champion for selected areas including but not limited to digital workplace, End User Computing, Microsoft 365, Copilot and Nexthink
- Create reusable knowledge articles, guides and training material to strengthen self-service and shift-left support
Stakeholder and supplier collaboration
- Act as a practical link between users, business stakeholders, IT suppliers and different Group IT teams
- Advise customers and users on IT needs, standard solutions and best practices
- Translate user pain points and business needs into improvement proposals, service requests or demands
Automation and continuous improvement
- Identify, develop, coordinate and/or support automation initiatives that reduce workload, improve quality and speed up service delivery
- Use service desk data, digital experience insights and stakeholder input to recommend preventive actions and practical improvements
Compliance and security execution
- Execute compliance-related tasks and controls according to Group IT standards and local requirements
- Document activities, promote secure ways of working and escalate risks or deviations through the appropriate channels
Project execution and local implementation
- Participate in and execute local, regional and global IT projects
- Support technology deployments, migrations, workplace improvements and service transitions
- Coordinate local implementation activities where hands-on presence, user dialogue, documentation or technical verification is needed
Knowledge / Educational Requirements
- Relevant IT education, certification or equivalent experience from end-user computing, workplace services or IT support
- Strong knowledge of Windows clients, laptops, collaboration tools, SCCM, Autopilot, Intune, peripherals and common workplace technologies
- Good understanding of ITSM processes, ITIL methodology, service desk tools, Service Now is an advantage, SLAs and relevant Service Desk KPIs
- Knowledge of Microsoft 365, modern workplace services and endpoint management. Nexthink, AI-enabled tools, scripting, Power Automate or similar automation capabilities are an advantage
- Fluent English, spoken and written. Local Nordic language is an advantage depending on stakeholder scope
Experience Requirements
- Extended experience from L2 IT support, end-user computing or similar roles, preferably in a multinational environment
- Experience contributing to IT projects, technology rollouts, compliance activities or continuous improvement initiatives
- Experience collaborating with internal stakeholders, suppliers and specialist teams across different locations is an advantage
Personality Requirements
- Positive and customer-centric mindset with the ability to understand user needs and communicate clearly with technical and non-technical stakeholders
- Resilient to change and ability to work in a structured, methodical way and prioritize under pressure based on business impact and urgency
- Proactive and improvement-oriented, with the ability to turn ideas into practical solutions
- Collaborative team player with a global mindset and the ability to work across cultures, locations and specialist teams
- Culture of trust and accountability
- Lifelong learning and career growth
- Innovation powered by people
- Comprehensive compensation and benefits
- Health and well-being
Job location
This role requires you to work on-site at our office in Stockholm, Sweden (SE). You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.
Talent Acquisition Team: Marie Martensson
