Senior Technical Process Executive
Infosys Technologies (Sweden) ABSammanfattning
As a Technical Support Specialist in Helsingborg, Sweden, you will provide first-level technical support, ensuring maximum availability and performance of IT systems. Your role involves troubleshooting, service restoration, and user advice, while adhering to established procedures. You will work collaboratively within a team to enhance service delivery and participate in an on-call rota for 24/7 support. Candidates should possess strong analytical and problem-solving skills, with a minimum of 24Jobbet i korthet
Anställningstyp
tillsvidareanstallning
Arbetstid
heltid
Det här erbjuder vi
Opportunity to work in a global leader in digital services and consulting.Inclusive workplace with a commitment to diversity.Potential for career growth and development within a large organization.
Ansök senast: 2026-09-05
Publicerad: 2026-08-21
Beskrivning
Role: Technical Support Specialist
Location: Helsingborg, Sweden
Position Summary
Provide 1st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.
Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.
Provide 1st measure analysis of issues and inputs for problem management. Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling.
Analytical and Problem-solving skills
Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
Display ownership and accountability
Quickly build trust and confidence with customer
Own and resolve customer issues efficiently, effectively and empathetically
Mandatory requirement for experienced candidates:
Min. 24 months' work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
Intermediate knowledge of Network collaborations & VPN T/S
Basic networking knowledge
Additional Preferred skills:
PBX Administration Avaya or similar
Anti-Virus & IT Security best practices implementation & administration
Process compliance Knowledge of the ITIL Framework
Knowledge of McAfee products
Communication & Relationships Skills
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
Skills & Knowledge
Communicate at all levels
Ability to work across organizational and professional boundaries
Excellent verbal and written communication skills
High level of interpersonal skills, including active listening and understanding
Good organizational skills and ability to prioritize workloads.
Work to tight deadlines / service levels
Business etiquette
Broad knowledge of IT products, services and terminology
Job duties and responsibilities
To improve user confidence in the areas of computer hardware & software, applications, being empathetic to a variety of new and experienced learners needs.
Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
To participate in an on-call rota, providing 24 hours, first line support service to users.
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
Update incidents with detailed and relevant information in a timely and effective manner;
Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
Escalate an incident or troubleshoot tickets according to the company escalation processes;
Ensure Customer Service Level Agreements are met or exceeded;
Respond to customer enquiries in a timely and efficient manner;
Ensure appropriate documentation of the interaction on the customer's account in the prescribed format
Execute transactions as per prescribed guidelines and timelines
Ensure customer/user confidentiality and data protection at all times
Education and other requirement
Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.
ITIL trained preferred
Willingness to work in rotational shifts
About Infosys
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 59 countries to navigate their digital transformation.
With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, in 59 countries, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.
All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer
Location: Helsingborg, Sweden
Position Summary
Provide 1st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.
Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.
Provide 1st measure analysis of issues and inputs for problem management. Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling.
Analytical and Problem-solving skills
Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
Display ownership and accountability
Quickly build trust and confidence with customer
Own and resolve customer issues efficiently, effectively and empathetically
Mandatory requirement for experienced candidates:
Min. 24 months' work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
Intermediate knowledge of Network collaborations & VPN T/S
Basic networking knowledge
Additional Preferred skills:
PBX Administration Avaya or similar
Anti-Virus & IT Security best practices implementation & administration
Process compliance Knowledge of the ITIL Framework
Knowledge of McAfee products
Communication & Relationships Skills
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
Skills & Knowledge
Communicate at all levels
Ability to work across organizational and professional boundaries
Excellent verbal and written communication skills
High level of interpersonal skills, including active listening and understanding
Good organizational skills and ability to prioritize workloads.
Work to tight deadlines / service levels
Business etiquette
Broad knowledge of IT products, services and terminology
Job duties and responsibilities
To improve user confidence in the areas of computer hardware & software, applications, being empathetic to a variety of new and experienced learners needs.
Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
To participate in an on-call rota, providing 24 hours, first line support service to users.
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
Update incidents with detailed and relevant information in a timely and effective manner;
Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
Escalate an incident or troubleshoot tickets according to the company escalation processes;
Ensure Customer Service Level Agreements are met or exceeded;
Respond to customer enquiries in a timely and efficient manner;
Ensure appropriate documentation of the interaction on the customer's account in the prescribed format
Execute transactions as per prescribed guidelines and timelines
Ensure customer/user confidentiality and data protection at all times
Education and other requirement
Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.
ITIL trained preferred
Willingness to work in rotational shifts
About Infosys
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 59 countries to navigate their digital transformation.
With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, in 59 countries, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.
All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer
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Senior Technical Process Executive
OM FÖRETAGET
Infosys Technologies (Sweden) AB
