First Line Support at Public Sector
Workplace: Norrköping, Sweden
Expires: June 19, 2025
Provide first line IT support as the initial contact for users within a public sector organization, handling IT-related issues, requests, and providing excellent customer service.
Main requirements:
- Completed upper secondary education in IT or equivalent.
- Minimum 6 months work experience as a support technician or similar role.
- Good knowledge of computers, peripherals, operating systems, networks, communication, and information security.
- Basic proficiency in MS Office or equivalent.
- Experience working with ticketing systems such as Easit BPS or Artologik Helpdesk.
- Excellent communication skills in Swedish, both spoken and written.
Responsibilities:
- Receive, manage, and follow up IT tickets via phone, ticketing system, and in-person servicedesk.
- Ensure incoming tickets are complete, categorized, and prioritized.
- Resolve simple issues directly at first line or escalate to second line support.
- Administer IT environments, including user accounts, permissions, print queues.
- Instruct users on the use of various software programs.
- Handle returns, quarantine, and unpacking of IT equipment.
- Contribute to the development of the self-service portal and FAQ.
- Perform simple administrative tasks including documentation and equipment handling.
Required hard skills:
- IT knowledge including computers, peripherals, operating systems, networks, information security.
- MS Office or equivalent proficiency.
- Experience with ticketing systems (Easit BPS, Artologik Helpdesk).
Soft skills:
- Socially competent and communicative.
- Proactive and initiative-taking.
- Service-oriented with genuine customer focus.
- Structured and orderly.
Operating systems:
- Windows
- possibly others relevant to IT support
Natural languages:
- Swedish (Proficient)
Cultural skills:
- Team collaboration
- Customer service orientation