Service Desk Analyst (Finnish + English Speaking)

Experience: 4–6 years Languages: Fluent Finnish & English required (Swedish is an added advantage) Competency: IT Infrastructure Services – Service DeskRole OverviewWe are looking for an experienced Service Desk Analyst to act as the first point of contact for IT support, handling incidents and service requests from end-users via phone, email, web, or chat. The ideal candidate should have strong customer service skills, IT troubleshooting capability, and a solid understanding of ITIL processes.Key ResponsibilitiesServe as the single point of contact (SPOC) for all IT-related issues.Handle incoming calls, emails, web tickets, and chat inquiries professionally and courteously.Log, categorize, prioritize, and triage all incidents and service requests.Provide First Time Fix (FTF) wherever possible; otherwise route to Level 2 support teams.Monitor tickets through their entire lifecycle, ensuring SLA compliance and customer updates.Troubleshoot issues related to Windows environment, network, hardware, Microsoft apps, and general IT applications.Create and update knowledge base articles and support documentation.Identify recurring issues and escalate them appropriately to service management.Conduct knowledge sharing and support onboarding of new team members.Manage end-user escalations in alignment with escalation protocols.Required SkillsFluency in Finnish & English (both spoken and written) — mandatory.Customer service mindset — ability to help users over phone/chat calmly and efficiently.Strong understanding of ITSM tools and ticket documentation.Familiarity with Windows OS, networks, hardware, Microsoft applications, general software troubleshooting.Knowledge of ITIL Incident / Service Request / Change / Problem Management.ITIL certification or equivalent understanding.Excellent communication, teamwork, multitasking, and problem-solving skills.High reliability, precision, and willingness to serve.