Service Desk Technician

21 hours ago


Helsinki, Uusimaa, Finland Ubique Systems Full time

We are seeking a highly skilled Service Desk Technician to join our team at Ubique Systems. As a key member of our support team, you will be responsible for ensuring seamless IT operations.

The job description includes:

  • Fielding incoming calls, emails, web, and chat inquiries in a professional and courteous manner.
  • Efficiently logging and categorizing incidents/requests, applying proper prioritization.
  • Leveraging ITSM tools and documenting workflows to maintain high-quality support standards.
  • Triage and assigning incidents to relevant teams according to established procedures.
  • Working closely with internal teams to resolve incidents within agreed-upon SLAs, escalating when necessary.
  • Communicating proactively with customers regarding incident status and resolution progress.
  • Employing effective problem-solving techniques to resolve customer issues promptly.
  • Continuously updating and refining technical expertise for enhanced first-line resolution capabilities.
  • Collaborating with peers to promote a culture of knowledge sharing and continuous learning.
  • Developing and maintaining rich Knowledge Articles in conjunction with L2 teams.
  • Designing and implementing efficient escalation processes to address complex issues.

An excellent command of both English and Swedish languages is essential.

This role offers a unique chance to be part of a forward-thinking organization dedicated to delivering top-tier IT services.


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