IT Service Desk Employee 100%

About the job

Do you love solving technical problems and are only satisfied when the users are too? Do you work in a structured way, think customer-oriented, and like to be the first point of contact in IT support? Then we are looking for you!

In this versatile position, you are the central hub for our IT users. You are part of a motivated team and support with your know-how also in the area of emergency services and in the area of cantonal administrations, as well as public-law corporations.

For our location in Zurich, we are looking for a motivated personality as an IT Service Desk Employee starting immediately or by arrangement.

Your role

• Receiving, recording, documenting, classifying, and processing incident reports, service requests, and IT inquiries within the ITSM suite (ServiceNow or Valuemation) and, if necessary, correct professional escalation to 2nd level support
• Analyzing and processing incident reports and service requests, answering questions, and initiating possible workarounds, expected self-resolution rate in the service desk over 50%
• Supporting electronic workplaces and their peripheral devices by phone and via remote support
• Administering and maintaining user login and user access permissions
• Informing users about the current processing status of incident tickets
• Controlling and prioritizing open support tickets in coordination with customers and the customer solution teams
• The work is carried out in a committed team with clearly structured deployment planning and regulated working hours
• Providing 1st level support on-call service outside support hours

Your profile

• Completed training in the IT field and at least 3 years of professional experience
• Very good knowledge of the Microsoft client environment and client hardware
• Experience with client virtualization and in the area of identity and access management (IAM)
• Basic knowledge of networks, IT security, and peripherals
• ITIL4® understanding for incident, problem, and request management
• Strong quality awareness, reliability, and teamwork skills
• Analytical thinking and solution-oriented action
• Very good German skills in spoken and written form (C1 level), additional languages are an advantage
• Willingness to work in shifts

Your benefits

• Vacation purchase (2 weeks per year)
• 41-hour week with flexible working hours for a full-time position
• At least 25 days of vacation per year
• Promotion of further training 100% financially or time-wise
• Free SBB half-fare travelcard subscription for all employees