Service Desk Agent
Workplace: Stockholm, Sweden
Expires: August 31, 2025
Akkodis is looking for Level 1 and Level 2 Service Desk Agents responsible for remotely resolving incidents related to computers, software, printers, telephony, video conferencing, and other peripheral equipment. The role involves communication with end-users, incident registration, resolution or forwarding of cases, and coordinating incident management. Agents also handle service requests such as information inquiries, password resets, installations, changes, and disposals (IMACD) of hardware and software. Work is performed according to established Service Level Agreements (SLA). Additional duties include user administration, maintaining knowledge management systems, and contributing to quality improvement programs.
Main requirements:
  • Fluency in Swedish
  • Pass a possible security clearance
  • Very good knowledge of Swedish and English, spoken and written
  • Level 1: 1-3 years of work experience in similar roles
  • Level 2: 3-5 years of work experience in similar roles
Responsibilities:
  • Remotely resolve incidents related to computers, software, printers, telephony, video conferencing, and peripheral equipment
  • Communicate with end-users and register incidents
  • Solve or forward cases and coordinate incident management
  • Handle service requests including password resets, installations, changes, and disposals (IMACD)
  • User administration including account and resource management
  • Maintain knowledge management systems
  • Contribute to quality improvement programs
  • Work according to Service Level Agreements (SLA)
  • Harmonize processes and user guides
Required hard skills:
  • Incident management
  • Service request handling
  • User administration
  • Knowledge of IT hardware and software troubleshooting
  • Effective communication skills in Swedish and English
Recommended hard skills:
  • Experience working at a Service Desk
  • Experience using incident management systems
Soft skills:
  • Self-driven
  • Strong problem-solving ability
  • Curiosity and initiative
  • Adaptability and proactive work approach
  • Service-minded attitude
  • Ability to multitask and maintain attention to detail
  • Quick learning and system/process comprehension
Natural languages:
  • Swedish (Proficient)
  • English (Proficient)
Cultural skills:
  • Ability to collaborate in a team environment
  • Willingness to help colleagues and customers
  • Contribute to continuous improvement and knowledge sharing
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