Are you a problem-solver with a passion for IT and new technology? Do you thrive in a dynamic environment where you can make a real impact by ensuring smooth and efficient IT services?

If you're looking for a role that combines technical expertise, troubleshooting, and continuous improvement, don´t hesitate as we have a short application period!

As our ITSM Specialist you will lead the way optimizing the Servicedesk delivery, focusing on our tool, Halo ITSM, and automation of core processes steps as well as frontloading repetitive tasks into the Servicedesk team. Your focus will be on the tool, automation, incident management and request fulfillment. We believe that to be successful in this role it needs to be combined with hands-on experience. The role will also be onsite support responsible for our office in Malmo and a natural part of the Servicedesk support team. 

For our ITSM system, you will be responsible for its overall management, development, and alignment with organizational requirements.

Beyond traditional case management, you will be responsible for troubleshooting and resolving more complex issues that cannot be handled directly by the support teams. You will work on finding both temporary workarounds and long-term solutions to ensure IT services function optimally.

Documentation is a key part of your role where you will drive the lifecycle around knowledge base (KB) and other necessary service desk documentation to support knowledge sharing and organizational efficiency. Additionally, you will act as a bridge between the service desk and other IT teams by understanding and transferring knowledge. This role will report to Servicedesk Manager.

Key Responsibilities:

• Incident and Request Management: Optimize the processes through automation and continues improvement.

• System owner of our new ITSM platform.

• Troubleshooting & Escalation: Handle complex IT issues and escalate when necessary.

•  Process & Documentation Improvement: Maintain knowledge base and enhance support processes.

• Collaboration & Knowledge Sharing: Act as a bridge between the service desk and other IT teams.

Previous Experience and Competencies 

• 5+ years of experience in a service desk environment.
  
• Strong knowledge of Microsoft 365, Windows 11, Intune, and other relevant systems for the role.
  
• Experience working with HALO ITSM or other equivalent ITSM platforms.
  
• Solid understanding of ITIL processes.
  
• Hands-on experience with Active Directory administration and user management
  
• Knowledge of automating/scripting tasks in Servicedesk environment

• Driver’s license, B.
• Fluent in both Swedish and English.
  
  Preferred Qualifications:

• IT or computer-related education from a university or vocational school.

Additional information

• Start: Per agreement

• Location: Malmö, Sweden

• This recruitment process is handled by A-hub and at Lindab´s request, all inquiries regarding this position will be handled by A-hub and Gabriella Freij