Service Desk Analyst

Om jobbet

Are you passionate about IT support and delivering outstanding customer service? We are currently looking for Service Desk Analysts (L1) to join our team in Malmö. In this role, you will act as the first point of contact for IT-related issues and play a key role in ensuring high-quality end-user support.

About the Role

As a Service Desk Analyst, you will provide first-line technical support across multiple communication channels. You will be responsible for resolving incidents efficiently while ensuring service levels and customer satisfaction are maintained.

Key Responsibilities

Act as the first point of contact for IT-related issues via phone, email, web portal, and chat

Log, categorize, and prioritize incidents and service requests accurately

Perform initial troubleshooting and resolve issues at first contact whenever possible (First Time Fix)

Escalate unresolved tickets to the appropriate resolver group

Manage incidents throughout their full lifecycle in line with SLA requirements

Proactively communicate updates and progress to end users

Contribute to the creation and maintenance of knowledge base articles

Work Schedule

Shift models vary depending on assignment and may include:

Standard business hours

Extended business hours (10x5)

24/7 support

Required Skills & Qualifications

Language Requirements

Fluency in English is mandatory.Fluency in one or more of the following languages is highly valued: Finnish, Swedish, Danish, or Norwegian.Multilingual skills are a strong advantage.

Technical Competencies

Experience with ITSM tools

Windows troubleshooting

Basic networking knowledge

Hardware support

Microsoft applications

Understanding of ITIL principles

Who You Are

A strong communicator with a customer-focused mindset

A reliable and flexible team player

Comfortable working in a fast-paced environment

Able to handle pressure while maintaining professionalism

Reporting Line

You will report to the Service Desk Manager or Team Lead.

Employment Details

Contract duration: 6-12 months

Possibility of contract extension or transition to permanent employment

If you are ready to build your IT career in an international and dynamic environment, we look forward to receiving your application.

We Offer You

The opportunity to work with JKS Sweden on an exciting assignment with one of our clients, where you will gain valuable experience in IT. JKS operates under collective agreements and complies with all applicable labor market regulations and agreements, ensuring that you can feel secure in your employment with us as a consultant.

Application

You apply for the position via the application link and by registering your CV at www.jksgroup.se. Please submit your application as soon as possible, as we review candidates on an ongoing basis. If you have any questions about the position, you are welcome to contact Martin Jörhov at JKS Sverige at +46 709 683035 or mjo@jksgroup.se.