Service Desk Expert

Your mission

We are seeking 6 experienced, hands-on and highly motivated Service Desk Experts to join and build our internal IT Service Desk team. This role is crucial for Hiab in delivering outstanding technical IT support to our approximately 3,300 employees worldwide.

As a Service Desk Expert, you will act as a primary resource for resolving complex technical issues and will contribute significantly to improving the overall end-user experience. You will be instrumental in providing advanced, proactive, and process-driven IT support, with the ultimate mission of building a top-tier IT support environment. You will operate within a comprehensive support structure that includes Technical Specialists, Application Owners, Regional IT, Onsite IT, and 3rd-party suppliers.

Remote working is partially possible after the ramp-up phase and stabilization of service desk operations.

Key responsibilities

Elevating the End-User IT Experience

• As a ServiceDesk Expert, you will be instrumental in providing advanced, proactive, and process-driven IT support. Your mission is to build a top-tier IT support environment that delivers exceptional service and significantly improves the end-user experience.

Expert Technical Support & System Management

• Provide expert, escalated technical support for complex issues covering hardware, software, network connectivity, and all other IT services.
• Perform essential system administration duties within Google Workspace, Active Directory/EntraID, and Intune.
• Manage the deployment of software, including necessary security and application patches, across our entire fleet of 3650 devices.
• Proactively monitor system performance (including Network, Hosting, and End-user devices) to identify and mitigate potential issues before they affect end-users.
• IT Asset Management
• Manage application installations and handle tasks associated with the application lifecycle.

Process Ownership & ITIL Lifecycle Leadership

• Incident Management: Lead service restoration efforts for all incident types, including initial communication and coordination during Major Incidents.
• Problem Management: Conduct trend analysis to detect recurring issues and perform thorough Root Cause Analysis (RCA) to eliminate systemic defects.
• Change Management: Review and approve Standard Changes and provide critical technical impact assessments for the Change Advisory Board (CAB).
• Knowledge Management: Serve as the "Source of Truth" steward by authoring and maintaining high-quality Knowledge Base articles to promote Tier 1 resolution and self-service capabilities.

Continuous Improvement & Collaboration

• Contribute significantly to the design and implementation of Service Desk processes, including driving and monitoring automation initiatives and the potential integration and management of AI support agents.
• Ensure seamless service delivery by collaborating effectively with relevant internal IT teams and external vendors, strictly adhering to established operational procedures.
• Actively participate in and support various IT projects and strategic initiatives as required.

What we are looking for

We are seeking an experienced Service Desk expert with a proactive, "hands-on," and an ‘I am here to help you’ attitude, hunting for opportunities to replace manual workflows with automation or AI solutions. The ideal candidate is a strong team player who is proactive and has broad IT technical knowledge. Excellent interpersonal and communication skills are essential. Given our dynamic environment, the ability to adapt and respond rapidly to change is a must.

Key Skills and Experience for Success:

• Proven Experience: Minimum of 4+ years in a Service Desk Expert, System Administrator, or similar IT support role, backed by excellent analytical and problem-solving skills.
• Technical Proficiency: Detailed knowledge of:
  • Operating Systems: Windows and macOS.
  • Collaboration Suites: Google Workspace and Microsoft Office.
  • Identity & Access Management: Google Workspace, Active Directory / Entra ID.
  • Endpoint Management: Intune management and software deployment.
  • Networking Fundamentals: Strong understanding of TCP/IP, DNS, and DHCP.
• IT Service Management: Practical experience using ServiceNow and remote support tools.
• Communication: Exceptional English communication and interpersonal skills are essential. You must have a proven ability to clearly convey complex technical details to individuals without a technical background.
• Work Style: Demonstrated ability to work effectively and proactively, both independently and as a collaborative team member.
• Certifications (A Plus): Relevant IT certifications, such as ITIL V3/4, Microsoft, Google, ServiceNow, or CompTIA A+, are considered a strong advantage.
• Travel: Flexibility for potential travel to our various locations will be required to gain a thorough understanding of our operations and end-user environments.

What we offer

We offer you a position in a global organisation where you are challenged with interesting and diverse tasks. These tasks will provide a great opportunity for you to grow professionally.

Our benefits include

Working at Hiab means being part of a team that puts people first.

• Shape the Future: Have a direct impact on building and growing our brand-new Internal IT Service Desk team.
• "Employees First" Philosophy: We live our Scandinavian values - flat hierarchies, open doors and genuine respect.
• Work-Life Harmony: Hybrid work model (3 days office / 2 days home) available after the initial ramp-up and stabilization phase.
• Health & Security: Private medical care, group life insurance and reimbursement for corrective glasses.
• Stay Active: MultiSport or Medicover Sport card (co-funded).
• Commuter Support: Subsidies for parking spaces near our Gdańsk office in Galeria Metropolia.
• Growth & Education: Exclusive discounts for studies at WSB Merito University.
• Financial Support: We offer a Referral Program with bonuses for successful hires and the possibility to save within the PPK scheme with employer contributions.
• Social Fund (ZFŚS): Access various benefits including holiday bonuses and financial support based on individual needs.
• Team Spirit: Regular company events, celebrations and our annual Christmas party.

Ready to apply?

By joining Hiab, you will work closely with leading industry professionals, developing and implementing concepts that set the standards for the world's leading provider of on-road load handling equipment, intelligent services, and smart, connected solutions.

If you are excited about this opportunity, please submit your CV in English now! A cover letter is not required.