Service Desk Agent

3 days ago


Helsinki, Uusimaa, Finland AidAlly Services LLC Full time

About the Role:

As a Service Desk Agent, you will be the first point of contact for IT-related issues, helping users via phone, email, web, and chat. You'll troubleshoot and resolve Windows, network, hardware, and software issues while ensuring an excellent customer experience.

Responsibilities:

  • Provide first-line IT support for end users
  • Log, categorize, and prioritize incidents and service requests in an ITSM tool
  • Troubleshoot Windows environments, network issues, hardware/software problems
  • Escalate issues when needed, ensuring efficient resolution within SLA
  • Collaborate with internal/external teams and share knowledge with colleagues
  • Follow ITIL processes (Incident, Change, Problem Management)

Requirements:

  • Experience in a Service Desk/IT support role
  • Strong troubleshooting skills in Windows, networks, and Microsoft applications
  • Excellent communication & customer service skills
  • ITIL certification (or equivalent knowledge)
  • Ability to manage escalations and train new hires
  • Fluent in English Norwegian, Finnish

Apply now and grow your IT career with us

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