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