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Service Desk – 2nd Line Support Specialist - Stockholm Sweden (Office)

  • Applications are considered on a rolling basis
  • Stockholm
  • Applications are considered on a rolling basis
  • Stockholm

With 280 hotels and 18 000 employees across six markets, Scandic Hotels is the biggest hotel chain in the Nordics. We are in the midst of an exciting business transformation with a focus on new, digital opportunities to alter the way we work today and in the future. Our continuous commitment to sustainability is a part of our business model and embraces diversity and inclusion. At Scandic Group we are a multi-talented team collaborating to find solutions for our hotels, guests and business to grow and to make a difference. Bring your culture, build ours.

As part of our business transformation we are now strengthening our digitalization capabilities and are looking for new talents as 2nd Line Specialists to our Support Offices.

This is initially a temporary employment with a good possibility of permanent employment.

As a Local Support Specialist you will belong to the Service Desk department in Stockholm. In your work you will help Scandic's employees (and sometimes guests) with IT and system related issues. Support will be given to our colleagues in the hotels but also as a walk-in function for the Support office where you will be located. You will be working with support via phone, in our case handling system ServiceNow and face-to-face. You will have close connection and dialogue with the local IT Service Delivery Managers at the support office of location.

The position may be subject to include on-duty services.

Main activities:

  • Ensure a high level of customer service and support is provided to our colleagues and guests.
  • Record incoming calls in ITSM Tool (ServiceNow) and carry out diagnostics and resolving with the help of Knowledge base articles and workarounds
  • Take ownership and ensure that the user is kept informed of the progress of the fault and the system is kept updated regularly
  • Co-operate with Other Specialists or IT Service Managers to solve more challenging and time consuming cases
  • Escalate to Incident Manager according to the Incident management process
  • Collaborate with other departments in IT to create problems cases and help colleagues with troubleshooting
  • Help on site at the hotels with new openings and re-brandings

Work with great people

Helena Blomberg
Call Centre Manager
"I get great opportunities for development and do it together with lovely colleagues."
Oscar Brehmer
Communication Manager
"At Scandic I can truly be myself. Scandic has a caring culture with competent people who will happily learn from each other."

Skills & Requirements

Experiences you bring and share with us:

  • Experience from our hotel systems, i.e. Scorpio, Simphony
  • Have experience with similar tasks and Service Desk work
  • Good understanding of IT and network, we have more than 100 different systems
  • Good communications skills
  • Proficiency in English and Denmark


  • Can-do-approach and a positive team player
  • Problem-solving attitude
  • Have a passion for helping others
  • Can handle many things at once, multitasking, and ability to prioritize
  • High level of learnability and adaptability to agile ways of working

Meritorious experiences

  • In-depth IT and network understanding
  • Education or training within the IT field
  • Knowledge of the ITIL framework
  • Experience from one or more case handling systems within IT, such as ServiceNow
  • Simphony hardware knowledge


We promote a flexible work life with a good balance between work and free time.

If you have ambitions to develop, we will give you the opportunity to grow in your role.

All applications will be processed continuously, so please apply as soon as possible. Great emphasis will be placed on personal qualities.

Great Place to Work

  • Professional and personal development

  • Partner discounts

  • Family & Friends discounts

  • Discounts when eating, drinking & staying with us

  • Flexible office working hours

  • Competitive pension scheme

About the company

We know that we reach further when we assent to our differences. At Scandic we want you to be yourself and develop in the direction you want to go, with the foundation of safe conditions and fair agreements. Bring your experiences, engagement and your way of thinking – contribute to a culture where we genuinely care about each other, our guests and our planet. Welcome to Scandic.

Do you share our values?


Visste du att...TOM

TOM...uppmuntrar alla att göra skillnad för miljön och att det var en av våra kollegor inom housekeeping som kom på idén om ”häng-upp-handduken”.

TOM...i Sverige blivit rankad som besöksnäringens mest attraktiva arbetsgivare flera år i rad, i Visitas årliga undersökning.

TOM... bara serverar kaffe som serveras är ekologiskt och Fairtrade eller UTZ-certifierat.

TOM...tack vare vårt stora miljöengagemang, blivit rankad som branschens mest hållbara arbetsgivare elva år i rad, av Sustainable Brand Index.

TOM...under 2014 inledde ett samarbete med organisationen Real Stars, centrerat kring ”Fair Sex”, dvs. arbete mot människo- och sexhandel.

Did you know that...TOM

TOM... Scandic was the first hotel chain to ask our guests to re-use their towels. Today, the hang-up-your-towel concept is standard at hotels around the world.

TOM... More than 4 out of 5 of our hotels are eco-labelled and the proportion is growing all the time.

TOM... we only serve coffee that is ecologic, and FairTrade or UTZ-certified.

TOM...thanks to our engagement in sustainability matters we have been named the most sustainable brand in the hotel industry, eleven years in a row, by Sustainable Brand Index.

Jenny Holmberg | Contact Person

I'm interested
Scandic Hotels Group

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