Your role
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
To succeed, you will need
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
In return, we offer
- Culture of trust and accountability
- Lifelong learning and career growth
- Innovation powered by people
- Comprehensive compensation and benefits
- Health and well-being
Job location
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.
Contact information
Talent Acquisition Team: Marie Martensson
