Summer Intern

Role Definition

The Service Desk Analyst serves as the first point of contact for end users, providing support for IT incidents and service requests via phone, email, and chat. The role is responsible for logging, troubleshooting, and resolving Level 1 issues while ensuring timely escalation when required. The individual will follow defined processes, maintain SLA compliance, and deliver a professional customer support experience in a global environment.

Qualifications

Candidate should have Valid authorization to work in Finland

Work Experience

0–2 years’ experience in Service Desk

Experience with ITSM tools preferred

Responsibilities

• Handle Incidents and Service Requests via phone/email/chat using ServiceNow.
• Log, categorize, prioritize, and document tickets accurately.
• Perform L1 diagnosis and resolution where permitted; escalate to resolver groups when required.
• Provide timely user ...