Service Desk Analyst

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Date: 29 Sept 2025

Location: FI

Company: Specsavers

Ready to deliver great IT support to stores and colleagues across Finland? Join our Technology team and help keep our business running smoothly through expert frontline service. 

 

At Specsavers, we’re here to change lives through better sight and hearing. As a global leader in optical and audiology care, we combine clinical excellence with innovative technologies — and we’re looking for someone who can help us deliver fast, friendly, and effective IT support across our Finnish operations. 

 

We’re looking for a proactive and customer-focused Service Desk Analyst to join our Northern Europe Technology team. This role is ideal for someone who enjoys solving problems, supporting users, and working in a dynamic, service-driven environment. 

 

Your role 

 

As a Service Desk Analyst, you’ll be the first point of contact for IT support in Finland — helping store and support office colleagues resolve technical issues quickly and professionally. You’ll handle incidents via phone, email, and our ServiceNow portal, and provide both 1st and 2nd line support. 

 

You’ll also contribute to service improvement projects, knowledge sharing, and cross-country collaboration to help us deliver consistent, high-quality support across the region. 

 

Key responsibilities include: 

 

  • Provide 1st and 2nd line IT support to stores and support office colleagues 

  • Triage, diagnose, and resolve technical issues across hardware, software, and store systems 

  • Log and update incidents and requests in ServiceNow 

  • Participate in on-call shifts (weekdays/weekends) 

  • Escalate unresolved issues and contribute to problem management 

  • Create and maintain SOPs and knowledge base articles 

  • Support service improvement initiatives and KPI delivery 

  • Conduct store visits and provide overflow support to other NE countries 

 

Your new team 

  

You’ll be part of the Northern Europe Service Desk team, reporting to the Service Desk Team Lead Finland. The team supports stores and support offices across Denmark, Sweden, Norway, Finland, and the Netherlands — working closely with regional and global colleagues. 

 

We’re a collaborative, service-focused team that values clear communication, ownership, continuous improvement and is passionate about delivering great IT experiences. 

 

  • Join our global team of friendly, talented, and passionate colleagues. Enjoy a competitive salary package with perks such as pensions, (health insurance), free eye care vouchers, and more. 

  

  • Grow in your role with free access to online learning, monthly one-on-one discussions with your manager, personalised development plans, and increased responsibility. 

  

  • We offer a fun work environment with great coffee, laughter, table tennis tournaments, birthday surprises, holiday celebrations, virtual Friday quizzes, and more. 

  

Your qualifications 

 

You’re a problem-solver with a positive attitude and a strong work ethic. You enjoy helping others and take pride in delivering excellent service. 

 

To succeed in this role, you’ll need: 

 

  • Experience in hardware/software troubleshooting 

  • Familiarity with Service Management tools (ServiceNow is a plus) 

  • Experience with remote diagnostic tools (e.g. TeamViewer, VNC) 

  • Strong communication skills in Finnish and English 

  • Ability to work shifts and weekends (on-call) 

  • A proactive mindset and ability to work independently or in a team 

  

Your development 

  

Within 3 months, you’ll: 

 

  • Be onboarded into the NE Service Desk team and introduced to key systems and processes 

  • Start handling incidents and contributing to service delivery in Finland 

 

Within 6–12 months, you’ll: 

 

  • Take ownership of selected support areas and contribute to service improvement projects 

  • Be a trusted point of contact for store and support office colleagues 

  • Help improve documentation and knowledge sharing across the team 

 

Further development: 

 

  • We have a strong focus on your personal development plan to make sure that your competencies and skills continue to be best in class 

  • You can choose a career path within Specsavers you perceive as your personal journey. 

  • You can grow professionally in an organisation that recognises your skills and personality. 

  

Want to join? Then apply today 

  

To apply, please send us your CV using the button below. We want to respect your time, so including an application letter is optional. Feel free to apply as soon as possible. 

  

Please avoid including any photos or references to your age in your CV. It contributes to a fairer and more unbiased assessment.  

  

We review CV’s and call in for interviews continuously and in standard, our recruitment process consists of a screening, 2-rounds of interviews including a personality assessment feedback.  

  

If you're interested in learning more about the incredible team you'll be joining and our shared goals as a family business, visit our pages: This is who we are, and This is what we do. 

 

Diversity & Inclusion at Specsavers 

  

Specsavers will consider all qualified applicants for employment without regard to race, colour, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other legally protected factor. 

  

In line with our commitment to diversity, equity, and inclusion, we integrate these principles into all aspects of our work, from product development to team building.