SE_Application Support IT_Professional

Digital Support (DS) is the single point of contact for all IT service-related requests. This is an IT Support role, not a software development position. We do not develop applications. Instead, we provide technical support, troubleshooting, and assistance to users. Who are we looking for? We are looking for someone with experience in IT Support, Service Desk, or Helpdesk environments who enjoys solving problems and supporting customers. Requirements • Experience in IT Support, Helpdesk, or Service Desk roles. • Familiarity with ticketing systems and IT Service Management (ITSM) tools. • Fluent Swedish and English (C2 level or native preferred; strong C1 may be considered). • Strong analytical and troubleshooting skills. • Customer-focused mindset with a genuine willingness to help others. Strong advantages • Knowledge of Finnish is considered a significant advantage. • Experience working within ITIL-based support environments. What makes a successful candidate? This is a highly customer-facing role involving direct contact with users over the phone as well as through our customer portal. We are looking for someone who: • Thrives in a fast-paced support environment. • Remains calm and professional when handling challenging situations. • Works effectively under pressure and with changing priorities. • Demonstrates excellent communication and interpersonal skills. • Can quickly de-escalate stressful situations and turn them into positive customer experiences. • Enjoys troubleshooting and finding practical solutions to technical issues. Key Responsibilities • Receive and handle incoming support requests via phone, email, and customer portal. • Register, monitor, and manage Service Requests (SRs) in accordance with established processes. • Diagnose, troubleshoot, and resolve issues related to Volvo dealer and workshop applications. • Use available knowledge bases, documentation, and collaboration with colleagues to identify solutions. • Escalate and transfer Service Requests to appropriate support groups when needed. • Follow up on escalated cases and keep users informed about progress and resolution status. • Provide support to users across Sweden, Finland, Norway, and Denmark. • Work in accordance with ITIL principles, Digital Support best practices, and global support procedures. • Ensure a high level of customer satisfaction through professional and timely support.