Service Desk Technician to Scandic Hotels

2 days ago

Espoo, Uusimaa, Finland Scandic Hotels Group Full time

We want a Service Desk Technician to join our office in Espoo, Finland

Please note: This is a temporary substitute position valid until 31 August 2026, with the potential for permanent employment.

As our Service Desk Technician, you will belong to the Service Desk department in Stockholm but will be located in the local office in Espoo, Finland. You will help Scandic's employees (and sometimes guests) with IT, network, and system-related issues. Support will be given to our colleagues in the hotels but also as a walk-in function at the office. You will be working with support via phone, in our case handling system ServiceNow, and face-to-face.

In this role, you will closely collaborate with the service desk team in Stockholm, as well as team members in our support offices in Norway and Denmark. You will be the go-to person for technical support for approximately 100 colleagues located in our newly renovated, modern offices in Espoo, and together with our service delivery managers support our hotels on-site with new openings and re-brandings.

In addition to traditional support work, you will have the opportunity to participate in various projects, work with improvements, and take responsibility for a larger system together with system owners.

Main activities:

  • Ensure a high level of customer service and support is provided to our colleagues and guests.
  • Record incoming calls in ITSM Tool (ServiceNow) and carry out diagnostics and resolving with the help of Knowledge base articles and workaround.
  • Take ownership and ensure that the user is kept informed of the progress of the fault and the system is kept updated regularly.
  • Co-operate with Other Specialists or IT Service Managers to solve more challenging and time-consuming cases.
  • Escalate to Incident Manager according to the Incident management process.
  • Collaborate with other departments in IT to create problem cases and help colleagues with troubleshooting.
  • Help on-site at the hotels with new openings and re-brandings.

Experiences you bring and share with us:

  • Experience working in a technical support function/service desk.
  • Know your way around a common case handling system (we use ServiceNow).
  • A can-do approach and a positive team player.
  • Excellent communication skills and a passion for helping others.
  • Full working proficiency in Finnish and English.
  • Availability to travel to Stockholm for initial training for one month and then about once a quarter.

It's advantageous if you also have:

  • Previous experience working within the hospitality industry.
  • Great understanding of Network.
  • Knowledge of the ITIL framework.
  • Experience in Opera Cloud, Azure AD, and/or Symphony.

About Scandic:

Scandic is the largest hotel operator in the Nordic region, with a network of around 280 hotels in six countries, comprising approximately 58,000 hotel rooms in operation and under development. Every day, over 19,000 employees work with a single goal in mind: to create great hotel experiences that make our guests want to return. We are in the midst of an exciting business transformation with a focus on new, digital opportunities to alter the way we work today and in the future. Our continuous commitment to sustainability is a part of our business model and embraces diversity and inclusion. At Scandic Group we are a multi-talented team collaborating to find solutions for our hotels, guests, and business to grow and make a difference. Bring your culture, build ours.

How to apply:

We welcome applications in English.

We are not able to provide any relocation assistance and will therefore only accept applicants already located in Finland with the possibility to work in Espoo/Tapiola.

Due to GDPR, we only accept applications through our website.

We're excited to hear from you soon

#J-18808-Ljbffr

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