Service Desk Representative

Are you passionate about technology, problem solving and helping people while growing your IT career? As a Service Desk Representative at Dustin, you will become part of a supportive and collaborative team where knowledge sharing, continuous learning, and customer satisfaction are at the heart of everything we do. Every day, you'll have the opportunity to solve technical challenges and make a real difference for our customers.
What Makes the Service Desk Representative Role Unique?

• Accelerate your IT career through hands-on learning, continuous development opportunities, and a steep learning curve from day one.
• Become part of a collaborative and supportive team culture where colleagues across Europe work closely together to solve challenges and share knowledge.
• Make a real impact by helping customers every day, delivering first-class support, and creating positive customer experiences through technology.
  

My name is Maria Holmström Blom and I am the Hiring Manager at Dustin. Our leaders passionate about creating a supportive and trusting environment where everyone feels empowered to grow, develop their skills, and make a meaningful impact. We strongly believe in collaboration, knowledge sharing, and helping each team member reach their full potential, while fostering a positive team culture where we enjoy working together and celebrate our successes along the way.
Your Role and Impact as a Service Desk RepresentativeResponsibility
You will be responsible for delivering the highest level of customer support by resolving technical issues, managing cases efficiently, and ensuring a seamless customer experience that helps our customers succeed and remain satisfied.
Collaboration
You will work closely with your Service Desk colleagues to ensure tickets are handled efficiently, customers are kept informed, and SLA commitments are met. When an issue requires additional expertise, you collaborate with second- and third-line support teams to drive the ticket towards resolution. By sharing knowledge, coordinate escalations and helping each other, you contribute to a consistent and high-quality support experience.
Key Responsibilities

• Provide first-line support to customers via phone and email, delivering a professional and customer-focused service experience.
• Troubleshoot and resolve technical issues in collaboration with colleagues and specialist teams to ensure fast and effective solutions.
• Manage and follow up on support cases according to ITIL processes, ensuring SLA compliance and maintaining clear communication throughout the entire case lifecycle.
  

What You'll Bring
We see you as a curious and driven individual with a genuine interest in IT, someone who enjoys helping others and is motivated by continuous learning and development in a collaborative environment.

In addition, it is important that you have:

• Experience in customer service, support, or a customer-focused environment, which is considered an advantage.
• Technical aptitude and a strong interest in IT, along with a willingness to learn new technologies and develop your technical expertise.
• Fluency in both English and Swedish, which is a requirement for this role.
  

What Happens Next?
What can you expect from the recruitment process?

To ensure a fair recruitment process free from unconscious bias, we process applications anonymously and do not accept cover letters. Please refrain from submitting one, as all selection decisions will be based solely on professional qualifications.

We anticipate the following steps in the recruitment process:

Phone interview with the Talent Acquisition Partner.

First interview Head of Customer Support and Head of Managed Services Operations

Assessment (personality and cognitive ability test).

Second interview with Team Manager and Team member

We have more than one position open for this role.

If you have any questions regarding the position, please contact Adis Redzic via email: adis.redzic@dustin.com