Servicedesk

For Tetra Pak we are searching for a Global Service Desk Consultat (swedish/english/spanish) to Provide IT support for users IT environment remotely via phone/webchat and/or using remote assistance tools.

You will uses the knowledge to improve business processes by analyzing company's needs and implementing solutions. Some of their responsibilities may include: Defining technical architecture, Training team members, Monitoring and testing implemented tools, and Solving complex situations.

Responsibilities:



Resolve tickets within SLA and quality targets



Follow ITIL processes (Incident, Request, Problem Management)



Participate in continuous improvement and shift-left initiatives



Act as technical support escalation point within GSD



Ensure high end-user satisfaction and communication



Language Skills (Mandatory):



Swedish: Excellent spoken and written



English: Excellent spoken and written



Spanish: Excellent spoken and written

Technical Skills (Enhanced - More Technical Profile):



Strong hands-on experience in Microsoft ecosystem (Windows 10/11, O365, Teams, OneDrive, Exchange)



Experience in Active Directory (user/account management, permissions)



Knowledge of Azure AD / Entra ID basics



Understanding of network fundamentals (VPN, DNS, connectivity troubleshooting)



Experience with ITSM tools (preferably ServiceNow)



Ability to perform advanced troubleshooting via remote tools



Basic understanding of endpoint management tools (Intune/SCCM)



Experience with hardware and device troubleshooting



SAP Systems knowledge

Support Skills:



Provide support via phone, chat, and remote tools



Strong troubleshooting and analytical skills



Ability to handle technical escalations independently



Experience working in a global support environment



Personal Skills:



Strong ownership and accountability



Ability to work under pressure in high-volume environments



Structured and organized way of working



Strong stakeholder communication skills



Team player with proactive mindset