Service Desk Specialist (Stockholm, SE)


Job description

About the role

As we are moving towards new solutions, to be on the forefront we are in need of a tech-savvy team-player that can help us get to the next level. This position has everything to do with the services EasyParker provides. In this role you will be a part of the Service Desk team.

As a Service Desk specialist, your responsibility is to make sure that EasyPark customers and employees get an extraordinary experience. Together with the team you will cooperate with different stakeholders and external partners all over the world to improve processes and enhance both colleagues’ and customer satisfaction.

Among your duties, you will:

  • Sort out, prioritize, answer, coordinate, escalate and follow-up inquiries to provide timely resolutions while ensuring that stability, uptime and other SLAs are met; This involves documenting, tracking and monitoring the problems reported.
  • You will be in regular contact with our partners and suppliers to ensure integrated services are working as expected.
  • You will participate in the Incident Management routines along with your colleagues to handle incidents and urgent cases;
  • Together with the team lead you will build and develop the EasyPark´s Service Desk by upkeeping the knowledge base, maintaining and consistently demonstrating a general knowledge of company values, guidelines, processes, practices and procedures;
  • You will also be working with company’s office IT, supporting hardware and software we use;
  • The position requires occasional on-call availability and support and may require travels to offices in other countries to meet other teams, gain experience and fun activities.

Who are you?

Personality-wise, you are quite proactive in your collaboration and communication with others, able to take on challenges with passion and dedication, all the while having the discipline to get the issues resolved. You are self-starter with the desire to be part of a team dedicated to making a global footprint. You have an understanding for both the technical and business related operations. As you will work with problem solving and need to feel comfortable making decisions based on information you find and communicate with different parties to find the best solution.

With this, you are:

  • Service-minded and not afraid to take initiative, as being proactive is part of our team’s culture - responsibility and discipline are key factors for this role;
  • Motivated by making improvements and have an ability to spot opportunities in cooperation with internal and external stakeholders;
  • Able to be a true team-player, supporting and collaborating with team-members for best performance;
  • You like to exceed expectations and able to meet deadlines;
  • You are eager to learn and improve, but also able to teach and help others with passion;
  • Well-structured to be able to plan and be able to work with multiple tasks at the same time, sometimes at a fast pace;
  • You need to be tech savvy and able together with the help from colleagues and partners find points of improvement and solutions from both tech and user point of view.
  • You share our values for customer love, courage to take initiatives, not afraid of change and devoted to effective collaboration.

The successful candidate should preferably have:

  • Work experience, training or an academic degree within IT and technology;
  • Experience from Customer support (1st line) and/or Service Desk (2nd/3rd line) is highly appreciated;
  • Excellent spoken and written communication skills in English; additional languages are a merit; Swedish is not required;
  • Supplier/vendor management skills.
  • Experience working in a start-up or a fast-growing company is highly valued, however not essential.
  • As we use some tools, it is a plus, but not required, if you have experience in the following:
  • Relevant certifications, knowledge or experience with standards, policies and methodologies (ISMS, Agile, ITIL);
  • Experience with various OS environments;
  • Experience with products from Google, Atlassian (Jira, Confluence), Slack, Microsoft, ticketing and support systems, as well as providing remote access and user training;

You will be provided with education about EasyPark and its systems, introduction to our teams and structure, own phone and laptop, and get all the support you may need from us to get you going in the best way. EasyPark expects a lot, not in the old-fashioned way, but in expecting your ideas, initiatives, hard work and commitment to contribute towards the common goals of the company. We are a driven team with big goals, so we seek individuals who are truly passionate about their work and possess the entrepreneurial spirit to overcome challenges and deliver results. Being a part of the EasyPark team will, for the right person, be a fruitful and personally enhancing journey with great possibilities to develop and grow with us.

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