Service Desk Technician

Service Desk Technician

JOB PURPOSE

Serve as the first point of contact for Curium employees and partners worldwide, providing timely, high-quality technical assistance through the Global Service Desk. Log, diagnose, resolve and/or escalate incidents and service requests in line with agreed SLAs, while contributing to knowledge and continuous service improvement.

PRINCIPAL RESPONSIBILITIES OF THE ROLE

• Provide first-line support via Freshservice, phone, chat and email; ensure accurate ticket creation and lifecycle updates.
• Troubleshoot and resolve incidents related to end-user devices, operating systems, Microsoft 365, collaboration tools and approved business applications.
• Fulfil service requests (software installation/configuration, access requests, equipment requests) following standard procedures and security policies.
• Support user onboarding/offboarding: account setup coordination, workstation readiness, and user guidance on core tools and security best practices.
• Use remote support tools to assist users; collaborate with local IT/field services when hands-on intervention is required.
• Escalate complex issues to the appropriate resolver groups (workplace, network, server, security, applications) with clear diagnostics and evidence.
• Create and maintain knowledge base articles, procedures and troubleshooting guides; contribute to reducing repeat incidents.
• Maintain accurate asset and user device records in Freshservice and ensure data quality for reporting and compliance.
• Communicate clearly and professionally with users, providing status updates and setting expectations throughout the resolution process.
• Participate in shift coverage and (where applicable) on-call/major incident support according to the Global Service Desk operating model.
• Backfill the field service desk technician on request.

WHAT YOU NEED FOR THIS POSITION

Must have Experience/Skills:

• Bachelor's degree in IT (or equivalent professional experience).
• 2+ years in a Service Desk / IT support role in an international environment.
• Demonstrated experience working with ITSM processes (Incident, Request, Knowledge) and SLAs.
• Strong troubleshooting skills on Windows and common end-user hardware/peripherals.
• Good knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint).
• Familiarity with identity and access concepts (Active Directory / Entra ID), MFA and basic security hygiene.
• Experience with remote support tools and endpoint management basics (Intune / Autopilot / SCCM) is advantageous.
• Basic networking knowledge (TCP/IP, DNS, WiFi, VPN, connectivity troubleshooting).
• Excellent customer service mindset; ability to prioritize and work under time pressure.
• Fluent in Finnish and English (written and spoken); additional languages are a plus.

Nice to have Experience/Skills:

• Hands-on experience with Freshservice (or equivalent ITSM tool) including knowledge article creation.
• ITIL Foundation certification or practical ITIL experience.
• Experience supporting Teams telephony / conferencing room equipment.
• Exposure to regulated environments (GxP) and validated processes.