Application Support

Thalamus it consulting AB · plný úvazek

Gothenburg University, Gothenburg, Švédsko

IT Support Specialist Are you solution-oriented, service-minded, and enjoy helping people with technical problems? We are now seeking an engaged IT Support Specialist for our global support organization in Gothenburg. In this role, you'll combine technical problem-solving with close customer contact and work in an international environment where you contribute daily to enabling our resellers and workshops to work efficiently. About the Role As an IT Support Specialist, you are an important point of contact for users in Sweden, Finland, Norway, and Denmark. You will handle support cases via phone, email, and customer portal, as well as diagnose and resolve technical issues related to our reseller and workshop systems. This role is perfect for you if you enjoy solving problems, have a genuine service focus, and can stay calm even when the pace is high or situations become challenging. Receive and handle incoming support cases via phone, email, and customer portal. Register, follow up on, and administer Service Requests (SR) according to established processes. Diagnose, troubleshoot, and resolve issues related to applications for resellers and workshops. Use knowledge databases, documentation, and collaboration with colleagues to find solutions. Escalate and forward cases to the appropriate support group when needed. Follow up on escalated cases and keep users informed about status and resolution. Provide support to users in Sweden, Finland, Norway, and Denmark. Work according to ITIL principles, established best practices within Digital Support, and global support processes. Ensure high customer satisfaction through professional, efficient, and prompt support. With us, you become part of a global support organization that plays a central role in helping resellers and workshops function effectively every day. You will have the opportunity to develop both in technical problem-solving and customer service, while working in an international environment with colleagues and users from several Nordic countries. The role offers excellent opportunities for continuous learning, development, and building broad experience within IT support and IT Service Management. What We're Looking For Experience from roles in IT Support, Helpdesk, or Service Desk. Experience with case management systems and IT Service Management (ITSM) tools. Very strong knowledge of Swedish and English. Good analytical ability and a structured approach to troubleshooting and problem-solving. A clear customer focus and genuine desire to help others. Desirable Qualifications Knowledge of Finnish is a major advantage. Experience working in an ITIL-based support environment. About You We believe that to succeed in this role, you are a person who: Thrives in a fast-paced support environment with varying tasks. Maintains a calm and professional demeanor even in pressured situations. Can prioritize and work efficiently when conditions change rapidly. Has excellent communication and collaboration skills. Is skilled at handling and defusing stressful situations and transforming them into positive customer experiences. Enjoys technical problem-solving and finding practical and effective solutions. Your Application We present candidates on a rolling basis, so please apply as soon as possible. For questions, contact [email protected] or [email protected] What We Offer As an employee at Thalamus, we offer a secure employment with a collective agreement (IT/Telecom Agreement, not staffing agreement), wellness benefits, fixed monthly salary, pension, and more. At Thalamus, community is an important part of which is why we organize team building events, summer parties, and Christmas celebrations. This is typically when all our consultants share experiences and joy with each other and our office team. About Your New Employer Thalamus has existed since 2000 and is now a steadily growing profitable consulting and recruitment company within IT & Technology. We are a family-oriented company based in Alvik strand, and our main focus is on consulting activities in the Stockholm region. Our core values are fast and friendly, and you'll experience that in the recruitment process and if you start working with us. If we were to describe ourselves, we'd say we're a cheerful, knowledge-driven team whose work is characterized by quality, innovative thinking, and personal commitment. We hope you want to be one of us!