PostNord is looking for an Agent in IT Service Desk

Academic Work is looking for an IT Service Desk agent on behalf of PostNord who wants to be part of their team in Copenhagen. They are about 25 persons working in IT Service Desk in Copenhagen and Stockholm, and here you will be part of the single point of contact for IT incidents, service requests and related questions. The IT Service Desk team support internal PostNord users in relation to administrative and production systems. Right now, PostNord are facing an extensive transformation which includes the implementation of modern tools and ways of working, with the aim of becoming a more efficient and effective service desk.

This is a full-time assignment, corresponding to 37 hours per week during office hours on weekdays. You will work in PostNord's office in Copenhagen three days per week (Monday-Wednesday) and from home two days per week (Thursday-Friday). You will work according to a shift planning and the working start and ending times varies day by day. Workhours will be between 06:45 – 18:00.

This is a 6-month consultancy assignment with good possibilities for extension, provided that all parties are satisfied with the collaboration. You will be employed through Academic Work and work as a consultant at PostNord.

• Receiving and answering Service Desk phone calls
• 1stline support on Active Directory related issues - creating and handing incidents
• Single point of contact for the user
• Analyze incidents, determine the priority, and escalate to the right recipient
• Verify solutions from suppliers, ensure that solution descriptions are understandable and communicate solutions to end users
• Coordinate/collaborate with all agents to ensure maximum utilization of manpower

• You should as a minimum have 2 years of experience within IT support function
• Broad knowledge and experience with Active Directory on prem and Azure Active Directory
• Understanding of ITSM and ITSM tools, techniques, and how the technology is used for providing the best possible support
• Self-motivated with the ability to work in a fast-moving environment
• Exceptional communications and customer service skills
• You can quickly create a high-level overview of the task at hand, at same time while still focusing on the details
• You thrive with repetitive tasks from time to time
• You are autonomous and take initiatives independently to improve the ways we work in the team, and appreciate a social and team environment
• It is an advantage if you have experience of working in Jira Service Management tool, and/or have previous knowledge and experience of ITIL framework
• Good written and oral communication and customer service skills in both English and Danish

As a person you are:

• Service minded
• Structured
• A team player with good collaboration skills
• Committed and positive attitude

Other informations:

Scope: This is a 6-month project employment opportunity, with the possibility of extension

Working hours: Full time - Workhours will be between 06:45 – 18:00.

Location: The position is based in Copenhagen

Contact Information: Academic Work is managing the recruitment process on behalf of Post Nord. Any inquiries related to the position should be directed to Academic Work.

Application: You are welcome to apply in Swedish or English.

Please note that our selection process is ongoing, and the advertisement may close before the recruitment process is completed if we have moved forward to the screening or interview phase.

By submitting your application to Academic Work, you acknowledge and agree that your personal information will be processed in accordance with the Personal Data Act.

PostNord stands as the foremost provider of communication and logistics solutions to, from, and within the Nordic countries. With a mission to ensure seamless postal services for individuals and businesses in Sweden and Denmark, PostNord was founded on June 24, 2009, as a result of a merger between Danish Post Danmark A/S and Swedish Posten AB. This strategic move aimed to establish a competitive player in a rapidly digitizing world, where the demand for cross-border communication and logistics solutions continues to soar.

Backed by almost 800 years of combined industry expertise, the two national postal companies offer a formidable presence, spanning global, regional, and local domains. With an unwavering commitment to excellence, PostNord remains at the forefront of innovation and transformation, poised to take on emerging challenges and opportunities in the years ahead.