Tata Consultancy Services Sverige AB jobb

Role: Service Desk Agent Experience: 2-4 years Location: Malmö, Sweden Language requirement for position: Fluency in Swedish, Finnish and English is mandatory. Tata consultancy Services is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses for the past 50 years. We believe innovation and collective knowledge can transform all our futures with greater purpose. We help companies across industries achieve their strategic goals and lead their digital transformation programs. With 600,000 experts globally and 18,000+ consultants working for leading Nordic Customers, we have a strong sense of purpose for the ecosystem around us – our employees, partners, customers and society. Job description summary: As a Service Desk analyst, you will act as a first and single point of contact for all IT related issue Dealing with incoming calls (Phone /Email/Web and Chat) in a professional, courteous manner Correctly logging incidents/Request, categorizing and prioritizing, Initial Triage and assigning them to the correct team (if not First time Fix (FTF)) in line with the defined procedures. Ensuring all Incidents/Request are progressed & cleared within SLA – escalating to other internal and external teams as appropriate Managing Incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress Diagnosing and resolving problems to the customers’ satisfaction Maintain and develop own knowledge and skills to assist with first time fault resolution Identify and escalate repeat issues or service risks into service management teams Sharing knowledge with team colleagues and conducting training sessions for the new hire Creating Knowledge Items for the desk in collaboration with L2 teams Managing end user escalations with the use of escalation management guidelines Required Skills: Service Languages: Swedish, Finnish, Danish and English. Any of these slanguage skills or combination will be considered ITSM tool experience and capability to document Understanding the requirements of Service Desk Agent Capability to serve and help over the telephone Chat customer service capability IT-related general knowhow and understanding Windows environment troubleshooting Network related troubleshoots Hardware and General application troubleshoot Microsoft related applications, software and tools ITIL certification or similar level knowledge Understanding of ITIL processes: Incident, Service Request, Change Management, Problem Management Does that sound interesting? You are welcome to submit your application by emailing your CV to [email protected] NOTE: Please state FINServiceDeskAgent in the subject line. We work with ongoing recruitment so send in your application as soon as possible

Role: Service Desk Quality Analyst (Multilingual IT Support) Location: Malmö, Sweden (on-site) Experience: 2+ years (flexible) Language Requirements: Fluency in English and Swedish (mandatory) Danish and/or Finnish Tata consultancy Services is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses for the past 50 years. We believe innovation and collective knowledge can transform all our futures with greater purpose. We help companies across industries achieve their strategic goals and lead their digital transformation programs. With 600,000 experts globally and 18,000+ consultants working for leading Nordic Customers, we have a strong sense of purpose for the ecosystem around us – our employees, partners, customers and society. About the Role Are you passionate about delivering exceptional customer experience and improving service quality? We are looking for a Service Desk Quality Analyst to join our growing team in Malmö. In this role, you will play a key part in ensuring high-quality IT support services by monitoring, evaluating, and enhancing interactions across multiple Service Desk channels. You will work closely with Service Desk agents and leadership to drive continuous improvement across multilingual support in English, Swedish and Finnish or Danish (depending on your skills). Key Responsibilities Review call recordings, chat transcripts, and ticket documentation across phone, email, and chat channels Ensure adherence to quality standards, processes, and compliance requirements Provide structured, actionable feedback to Service Desk agents Highlight strengths, improvement areas, and recommended best practices Identify recurring skill gaps and contribute to coaching plans and training initiatives Produce QA reports covering quality trends, key issues, and compliance observations Identify systemic issues such as knowledge gaps, tool inefficiencies, or process bottlenecks Support improvements in SOPs, call scripts, ticket templates, and knowledge base articles About You We’re looking for someone who combines analytical thinking with strong communication and coaching skills. Required Skills & Experience Experience in IT Service Desk, Technical Support, Quality Assurance, or Service Management (approx. 2+ years) Good understanding of Incident Management and ITSM processes (ITIL knowledge is a plus) Strong written and verbal communication skills Coaching mindset with the ability to provide constructive feedback Does that sound interesting? You are welcome to submit your application by emailing your CV. NOTE: Please state ServiceDeskQuality in the subject line. CV should be sent to [email protected] We work with ongoing recruitment so send in your application as soon as possible Privacy Note: https://ibegin.tcs.com/iBegin/privacy-notice

Role: Service Desk Agent Experience: 2-4 years Location: Malmö, Sweden. Language requirement for position: Proficiency and fluency in one of the following languages or combinations: Swedish Finnish Danish Any combination of languages above is an advantage. Capability communicate in English is also preferred in day-to-day activities. Tata consultancy Services is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses for the past 50 years. We believe innovation and collective knowledge can transform all our futures with greater purpose. We help companies across industries achieve their strategic goals and lead their digital transformation programs. With 600,000 experts globally and 18,000+ consultants working for leading Nordic Customers, we have a strong sense of purpose for the ecosystem around us – our employees, partners, customers and society. Job description summary: As a Service Desk analyst, you will act as a first and single point of contact for all IT related issue Dealing with incoming calls (Phone /Email/Web and Chat) in a professional, courteous manner Correctly logging incidents/Request, categorizing and prioritizing, Initial Triage and assigning them to the correct team (if not First time Fix (FTF)) in line with the defined procedures. Ensuring all Incidents/Request are progressed & cleared within SLA – escalating to other internal and external teams as appropriate Managing Incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress Diagnosing and resolving problems to the customers’ satisfaction Maintain and develop own knowledge and skills to assist with first time fault resolution Identify and escalate repeat issues or service risks into service management teams Sharing knowledge with team colleagues and conducting training sessions for the new hire Creating Knowledge Items for the desk in collaboration with L2 teams Managing end user escalations with the use of escalation management guidelines Required Skills: Service Languages: Swedish, Finnish, Danish and English. Any of these slanguage skills or combination will be considered ITSM tool experience and capability to document Understanding the requirements of Service Desk Agent Capability to serve and help over the telephone Chat customer service capability IT-related general knowhow and understanding Windows environment troubleshooting Network related troubleshoots Hardware and General application troubleshoot Microsoft related applications, software and tools ITIL certification or similar level knowledge Understanding of ITIL processes: Incident, Service Request, Change Management, Problem Management Does that sound interesting? You are welcome to submit your application by emailing your CV to [email protected] NOTE: Please state ServiceDeskAgent in the subject line. We work with ongoing recruitment so send in your application as soon as possible