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.