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