Please note: We are no longer accepting applications for this position.

Service Desk Analyst – Specsavers

11 Apr, 2022

Specsavers Optical Group Ltd is a British multinational optical retail chain, which operates mainly in the UK, Ireland, Australia and the Nordic countries.

The chain offers optometry and optician services for eyesight testing and sells glasses, sunglasses, and contact lenses. It also sells hearing aids. In the United Kingdom it has the largest market share of the four major opticians, with 42% of the market.

In Finland Specsavers is one of the biggest optician chains, with 17 M€ in revenue.

Now we are looking for Specsavers Finland a

Service Desk Analyst

for overall handling incoming incidents via phone, e-mail, and our ServiceNow Portal, and provide 1st and, in some cases, 2nd line support to our store and corporate users.

Job description:

  • Work within the disciplines of Incident and Problem processes (ITIL 4)
  • Triage and resolve a wide range of store-, business-, or hardware technical issues
  • Ensure all incident and request details are captured, and that clear updates and closure notes are maintained in the service management software
  • Escalate any issues where a resolution may be delayed or is not clear
  • Keep Standard Operating Procedures (SOPs) and FI SD Wiki site up to date
  • Create KBA’s (Knowledge-Based Articles) and keep them up to date
  • Provide out-of-office hours support during specific weekdays
  • Handle coordination, project management and purchase of IT within Business Development projects (rebrands, relocations, and new stores)

Who you are?

  • Previous experience from service desk work
  • You have technical experience from ITIL prosesses and hardware technical issues
  • You are good at troubleshooting and are customer oriented
  • Demonstrated strong customer service skills with good articulation
  • Self-driven, ability to plan your work and efficient working style under stress
  • Can serve customers in both Finnish and English

Specsavers offers to its employees equal opportunities, and we treat people equally. Spesavers Finland is a Great Place To Work Certified workplace.


Please submit your LinkedIn URL or CV soonest possible to Henrico Digital’s CEO Tomi Pyyhtiä ( We will start interviews with suitable candidates right away.