IT Service Desk Specialist - Finnish speaking/multilingual

IT Service Desk Specialist – First/Second Level SupportDuration: 12 months freelance contract and extendableLocation: Remote from FinlandLanguages: Finnish speaking (additional Scandinavian languages is advantageous)Job Overview:We seek a highly skilled IT Service Desk Analyst to provide first-level support,ensuring seamless IT service delivery in line. The idealcandidate will be experienced in workstation support and escalation.Key Responsibilities:Provide first-level support for all IT incidents and service requests across multiple channels, including phone, chat, email, web portal, and self-help services.Log, diagnose, isolate, triage, resolve, dispatch, and track incidents and service requests.Ensure timely ticket closure and perform trend analysis to identify recurring issues.Support O365, Windows, hardware, and basic network-related issues.Escalate incidents to appropriate second-level or specialized teams when necessary.Contribute to the continuous improvement of service desk processes and knowledge base.Required Competencies & Skills:Strong experience in IT Service Desk operations and first-level support.Experience with O365, Windows, hardware, and network troubleshooting.Excellent communication skills for interacting with users across multiple channels.Strong analytical skills for ticket trend analysis and problem identification.Experience:2+ years of hands-on experience in first-level IT support and service desk operations.Desirable Attributes:2 Line support is advantageousCustomer-focused mindset with a proactive approach to problem-solving.Ability to work under pressure and manage multiple requests simultaneously.