IT Technician for Service Desk

The Service Office provides technical and administrative services to departments and companies in Borås City. Our operations range from facilities and workshop work to data services, building and property services, payroll and accounting services, as well as telephone service and switchboard operations. The Service Office operates without municipal budget allocation, working under business-like conditions according to a purchaser and provider model. Approximately 400 people work at the Service Office. About the Department Borås City's IT Department, Data Services, is responsible for operating all of Borås City's networks. The network currently consists of approximately 7,000 computers and 7,000 smartphones serving about 30,000 users. We are 50+ employees in the department, distributed across four units. We work process-oriented using the ITIL framework. Are You Our New Service Desk Team Member? Our Service Desk's focus is on customer experience, as our core principle is to progress from good to best in every interaction. This is a long-term effort focused on continuous improvements. For the Service Desk to succeed, each team member must understand how their own and their colleagues' contributions impact whether the customer experience is poor, good, or best. All team members must understand that our attitude and behavior largely shape how customers perceive us. All team members aim to tailor their message to the recipient—that is, to use appropriately technical language when speaking with users—only then can we achieve clear and effective communication with users. All Service Desk team members should feel that they are making an impact, that they are important, that they are appreciated, and that they are developing in their role, which are all important components of job satisfaction. Job Responsibilities You will work in a great and competent Service Desk team. Your work includes daily contact with users, and you report to the IT Support Manager at Data Services. The role largely involves answering incoming calls to the Service Desk, receiving error reports and requests from users via phone and email—all of which are registered in our ticket management system. A high percentage of issues are resolved directly during the first call through troubleshooting, often by connecting remotely to the user. Solutions are documented for the user and for our own knowledge database, so we place great value on documentation. Qualifications We are looking for someone with upper secondary education in IT technology (or equivalent knowledge acquired through other means that the employer considers equivalent). Higher education in the field is a merit. You have worked in user support and similar tasks as described above during the last two years or are currently working in such a role, and you have documented experience with Service Desk work in the areas of Windows clients and Microsoft Active Directory administration, or equivalent experience as assessed by the employer. You have experience with Windows 10 and 11 and SCCM. You hold ITIL certification (or equivalent knowledge acquired practically through work in these processes). A Class B driver's license is required. Great weight will be placed on personal suitability. In connection with this recruitment process and prior to any potential employment, a criminal record clearance may be required. Application At Borås City, we actively work to create health-promoting workplaces with a good work environment. We offer various forms of wellness activities and practice smoke-free working time. Additional Information Please submit your application with attached documents via our application function, which you can access using the Apply button below.

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