Technical Help Desk Associate

1 day ago


Helsinki, Uusimaa, Finland Ubique Systems Full time

Ubique Systems is committed to providing exceptional IT support to our customers. We are looking for a Technical Help Desk Associate who can effectively communicate technical information to non-technical users.

The Service Desk Technician will be responsible for:

  • Responding to incoming queries via phone, email, web, and chat channels.
  • Logging and categorizing incidents/requests accurately.
  • Utilizing ITSM tools and documenting standard operating procedures.
  • Triage and assignment of incidents to relevant teams, following established protocols.
  • Coordinating with internal teams to resolve incidents within agreed-upon SLAs.
  • Providing proactive updates to customers regarding incident status.
  • Demonstrating problem-solving skills to resolve customer issues efficiently.
  • Maintaining and expanding technical expertise for effective first-line resolution.
  • Collaborating with colleagues to foster a culture of knowledge sharing and skill development.
  • Developing and maintaining comprehensive Knowledge Articles in collaboration with L2 teams.
  • Implementing efficient escalation procedures to ensure timely resolution of complex issues.

English and Swedish language proficiency is mandatory.

This is an exciting opportunity to join a dynamic organization and contribute to delivering exceptional IT services.



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