Service Desk Specialist Finland
About this role
We are now looking for an IT Service Desk Specialist to join our international IT team. This is a hybrid role, requiring presence at our Tornio site approximately 50% of the working time.
About the role
The IT Service Desk is an essential part of Outokumpu's global IT ecosystem. Our team supports employees around the world, resolves technical challenges and helps ensure that the tools and services people rely on every day work reliably.
As an IT Service Desk Specialist, you will provide first-line support to users who need help with hardware, software, access rights, networks and other IT-related services. Your work may involve resolving an issue affecting an individual user or contributing to the resolution of incidents with a wider impact on our critical production operations.
You will collaborate daily with local and global expert teams. Together, you will solve issues, identify root causes and continuously improve our services.
Responsibilities
- Act as the first point of contact for users seeking technical support via chat, service portal, phone or email
- Investigate and resolve IT issues remotely, gathering the required information for further investigation when needed
- Advise and guide users in the use of IT services and digital tools
- Escalate unresolved issues, or those requiring deeper expertise, to the appropriate support teams
- Document investigations, actions and resolutions in our IT service management system
- Share user feedback and improvement ideas with internal teams to support continuous service development
- Contribute to maintaining the IT knowledge base and identify opportunities to improve ways of working and processes
- What we expect from you
- You will succeed in this role if you are a service-minded problem solver who can remain calm, even in busy or urgent situations. Curiosity and a genuine willingness to investigate, learn and explore new things are critical to success in this role. Not every issue comes with a ready-made answer, which is why we