Service Desk Technician – IT, Scandic Group

WE ARE LOOKING FOR AN IT SERVICE DESK TECHNICIAN

Are you a positive team player who loves to provide high-quality technical support? We are now looking for a Service Desk Technician to join our office in Espoo, Finland!

The position is a temporary substitute position valid 20.1.2025 – 31.8.2026.

As our Service Desk Technician, you will belong to the Service Desk department in Stockholm but will be located in the local office in Espoo.

We offer you:

A diverse work environment within a large hotel chain, providing numerous opportunities for development and learning. You will have access to Scandic employee benefits within the first month, including discounts on food and beverages at restaurants, accommodation benefits at hotels, ePassi benefits, occupational health services, and discounts from several of our partners.

Main activities:

You will help Scandic’s team members with IT, network, and system-related issues. Support will be given to our colleagues in the hotels but also as a walk-in function at the office in Espoo. You will be working with support mainly via phone, in our case handling system ServiceNow, and face-to-face.

In addition to traditional support work, you will have the opportunity to participate in various projects, work with improvements, and take responsibility for a larger system together with system owners.

Additionally your main activities will include:
– Ensure a high level of customer service and support is provided to our colleagues and guests.
– Record incoming calls in ITSM Tool (ServiceNow) and carry out diagnostics and resolving with the help of Knowledge base articles and workaround
– Take ownership and ensure that the user is kept informed of the progress of the fault and the system is kept updated regularly
– Co-operate with Other Specialists or IT Service Managers to solve more challenging and time-consuming cases
– Escalate to Incident Manager according to the Incident management process
– Collaborate with other departments in IT to create problem cases and help colleagues with troubleshooting
– Help on-site at the hotels with new openings and re-brandings
Experiences you bring and share with us:

We hope you will have the following skills and experiences that you can bring with you to our team.

– Experience working in a technical support function/service desk
– Experience supporting PC and Microsoft user environments
– Great understanding of Network
– Knowledge of the ITIL framework
– Experience from one or more case handling systems (we use ServiceNow)
– Great communications skills
– Full working proficiency in Finnish and English
– Experience in Opera Cloud, Azure AD, and/or Symphony is very meritorious
Your traits:

We hope you will posess these traits to compliment our team

– Can-do-approach and a positive team player
– Problem-solving attitude
– Have a passion for helping others
– Can handle many things at once, multitasking, and the ability to prioritize
– High level of learnability and adaptability to agile ways of working
Other information:

We offer the possibility to travel to Stockholm for initial training for one month and then about once a quarter.

We promote a flexible work life with a good balance between work and free time.
If you have ambitions to develop, we will give you the opportunity to grow in your role.

Unfortunately, we are not able to support you with any relocation assistance and can therefore only consider applicants already located in Finland with the possibility to work in Espoo/ Tapiola.

All applications will be processed continuously, so please apply as soon as possible. Great emphasis will be placed on personal qualities.

Please note, that this position requries a valid work permit for Finland.

Scandic is the largest hotel operator in the Nordic region, with a network of around 280 hotels in six countries, comprising approximately 58 000 hotel rooms in operation and under development. Every day, over 19 000 employees work with a single goal in mind: to create great hotel experiences that make our guests want to return. We are in the midst of an exciting business transformation with a focus on new, digital opportunities to alter the way we work today and in the future. Our continuous commitment to sustainability is a part of our business model and embraces diversity and inclusion. At Scandic Group we are a multi-talented team collaborating to find solutions for our hotels, guests, and business to grow and to make a difference. Bring your culture, build ours.

Osaamisalue: Asiakaspalvelu, IT & tietoliikenne