Service Desk Agent

About the Position

Find your way in Foxway!

Great service starts with solving the right problem.

At Foxway, we're transforming the way organizations buy, use, and reuse technology. As a leading provider of Circular IT solutions, we help businesses manage workplace technology throughout its lifecycle while reducing both cost and environmental impact.

Within Circular Workspace Solutions (CWS), our Service Desk sits at the center of that experience - helping customers and their end users when they need support and making sure cases keep moving.

We're now looking for a Service Desk Agent to join our team in Solna, with a particular focus on supporting one of our major enterprise customers across laptops, mobile phones, tablets, and accessories.

This is a role for someone who enjoys combining customer dialogue, problem-solving, and administration - and who likes taking ownership of a case until it's in the right hands or fully resolved.

Responsibilities

• Support end users with questions and incidents related to laptops, mobile phones, tablets, and accessories.
• Handle incoming cases through phone and written channels, keeping users informed along the way.
• Investigate and troubleshoot cases you can resolve within Service Desk and escalate when deeper technical support is needed.
• Advise users and customer contacts on devices, accessories, and everyday usage.
• Register, update, and follow cases in our ticketing systems.
• Work according to agreed SLAs, processes, and customer commitments.
• Coordinate with internal teams to make sure cases reach the right people and continue moving.
• Spot recurring issues and contribute to improving routines, knowledge, and ways of working.

Requirements

• Experience from Service Desk, Help Desk, IT support, technical customer service or a similar customer-facing role.
• A good understanding of laptops, mobile devices, and common workplace technology.
• Experience working with a ticketing or case-management system, ideally ServiceNow.
• The ability to troubleshoot, ask the right questions, and know when a case needs to be escalated.
• A structured way of working, even when several cases and priorities are moving at once.
• A service-minded approach and confidence communicating with different types of users.
• Strong communication skills in Swedish and English, both written and spoken.

We Offer

• Join an international company where technology and circularity go hand in hand.
• Opportunity to build your knowledge across customer service, workplace technology, and IT operations.
• Competitive pension and insurance benefits, wellness support, employee discounts, and opportunities to continue developing within the company.

About the Company

We are pioneers in the tech industry, enabling a more circular way of using tech. With our vision of becoming the world's best as-a-service company enabling circular tech, Foxway has seamlessly empowered its customers to integrate environmental responsibility into their business operations. As a dynamic leader, we serve large organizations, the public sector, and consumer electronics resellers.

Headquartered in Sweden, we operate in eight European countries and serve customers worldwide. Founded in 2009, Foxway's rapid growth continues through strategic acquisitions, with an annual turnover of approximately SEK 7.4 billion in 2023. Driven by a dedicated team of approximately 1,300 professionals, we are enabling circular tech for everyone.

In 2023, Nordic Capital became a majority owner to further support Foxway’s strong growth journey. Our strategic plan includes securing the right leadership to scale operations globally, both organically and through acquisitions.

Discover how Foxway can transform your organization with circular IT solutions at www.foxway.com.

Application Process

To protect candidate data and ensure a fair recruitment process, we do not accept applications via email. Please apply through our official career site.

For the selected final candidate, Foxway will conduct a background check as part of our recruitment process, in accordance with applicable local legislation and our internal screening policy. The scope of the check depends on the position and the country in which it is based. You will be informed of the details, and your approval will be requested before any check is initiated.