About the role

As a Service Desk Analyst, you will be an important part of our support team, delivering first-level operational support for IT and security services. You will work closely with cyber security professionals to ensure seamless service delivery across various areas. This role requires flexibility, as it involves working in shifts, including weekends, public holidays, and after office hours.

You are offered

• An opportunity to gain insight and experience in the cyber security and IT support industry
• A supportive and professional team environment
• A hands-on role that builds both technical and soft skills
• Modern working facilities in Espoo and possibility to work remote
• Great employment benefits as an Academic Work consultant

Work tasks

• Provide first-level operational support for IT and Security Service Desk requests (including administration tasks, answering product usage questions, performing data entry, and resolving issues by following defined troubleshooting processes over the lifecycle of a case)
• Understand customer systems, replicate reported issues when possible, investigate the root cause, and provide suitable solutions or temporary workarounds
• Effectively communicate procedural and technical issues to internal and external customers in a fast-paced, customer-critical environment
• Collaborate closely with cybersecurity specialists, customers, and managers

We are looking for

• A relevant degree or proven experience in a similar service desk or IT support role
• Excellent written and verbal communication skills in English (B2+ level)
• Demonstrated ability to handle customer support requests and incidents via telephone, email, ticketing systems, and chat
• Understanding of supporting daily operations and internal processes
• Ability to read and understand internal documentation and follow operational procedures with a focus on security and disaster recovery
• Familiarity with ITIL concepts

It is meritorious if you have

• Fluent spoken and written Finnish
• Familiarity with CompTIA A+ concepts

Knowledge can be gained through education, experience or self-taught.

To succeed in the role, your personal skills are:

• Committed, enthusiastic, flexible, and able to work both independently and as part of a global team
• Ability to work in a high-pressure environment and think outside the box
• Analytical skills with high attention to detail
• Strong time management and organizational skills

Our recruitment process

This recruitment process is handled by Academic Work and it is our client’s wish that all questions regarding the position is directed to Academic Work.

Our selection process is continuous and the advert may close before the recruitment process is completed if we have moved forward to the next phase. The process includes two tests: one personality test and one cognitive test. The tests are tools to find the right talent for the right position, to enable equality, diversity, and a fair process.