Servicedesk

<p><span>For Tetra Pak we are searching for a <strong>Global Service Desk Consultat</strong> (swedish/english/spanish) to Provide IT support for users IT environment remotely via phone/webchat and/or using remote assistance tools.</span></p><p></p><p><span>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.</span></p><p></p><p><span><strong>Responsibilities:</strong></span></p><ul><li><p><span>Resolve tickets within SLA and quality targets</span></p></li><li><p><span>Follow ITIL processes (Incident, Request, Problem Management)</span></p></li><li><p><span>Participate in continuous improvement and shift-left initiatives</span></p></li><li><p><span>Act as technical support escalation point within GSD</span></p></li><li><p><span>Ensure high end-user satisfaction and communication</span></p></li></ul><p></p><ul><li><p><span><strong>Language Skills (Mandatory):</strong></span></p><ul><li><p><span>Swedish: Excellent spoken and written</span></p></li><li><p><span>English: Excellent spoken and written</span></p></li><li><p><span>Spanish: Excellent spoken and written</span></p></li></ul><p></p><p><span><strong>Technical Skills (Enhanced - More Technical Profile):</strong></span></p><ul><li><p><span>Strong hands-on experience in Microsoft ecosystem (Windows 10/11, O365, Teams, OneDrive, Exchange)</span></p></li><li><p><span>Experience in Active Directory (user/account management, permissions)</span></p></li><li><p><span>Knowledge of Azure AD / Entra ID basics</span></p></li><li><p><span>Understanding of network fundamentals (VPN, DNS, connectivity troubleshooting)</span></p></li><li><p><span>Experience with ITSM tools (preferably ServiceNow)</span></p></li><li><p><span>Ability to perform advanced troubleshooting via remote tools</span></p></li><li><p><span>Basic understanding of endpoint management tools (Intune/SCCM)</span></p></li><li><p><span>Experience with hardware and device troubleshooting</span></p></li><li><p><span>SAP Systems knowledge</span></p></li></ul><p></p><p><span><strong>Support Skills:</strong></span></p><ul><li><p><span>Provide support via phone, chat, and remote tools</span></p></li><li><p><span>Strong troubleshooting and analytical skills</span></p></li><li><p><span>Ability to handle technical escalations independently</span></p></li><li><p><span>Experience working in a global support environment</span></p></li></ul></li></ul><p></p><ul><li><p><span><strong>Personal Skills:</strong></span></p><ul><li><p><span>Strong ownership and accountability</span></p></li><li><p><span>Ability to work under pressure in high-volume environments</span></p></li><li><p><span>Structured and organized way of working</span></p></li><li><p><span>Strong stakeholder communication skills</span></p></li><li><p><span>Team player with proactive mindset</span></p></li></ul></li></ul>