IT Service Desk Engineer / IT Service Desk Supporter

About the job

Company Description

We are a great team and are repeatedly awarded as the best employer by Great Place to Work. Missing appreciation? We are known for our positive feedback culture. Want to advance your career? Then benefit from generous training budgets and almost unlimited career and change opportunities in UMB's IT universe. Have no idea what is going on in the company? We inform openly and honestly about what is happening. There are 1000 reasons to work at UMB. Apply now and learn more.

• Receiving and processing requests via telephone, email, and ticket system
• Recording and prioritising incidents and service requests
• Initial analysis and troubleshooting (First Call Resolution)
• Forwarding complex problems to 2nd level or specialised departments
• Documenting all steps and solutions in the knowledge base
• User management (e.g. creating accounts, resetting passwords)
• Support with standard installations (software, printers, network access)
• Monitoring system messages and monitoring tools
• Maintaining and updating the knowledge base with new solutions
• Supporting team colleagues

• Technical basics: basic knowledge of Windows and/or macOS environments, Office 365, network basics
• Customer focus: friendly and solution-oriented communication
• Analytical thinking: investigating problems in a structured way and narrowing down causes
• Teamwork: working closely with colleagues and higher support levels
• Initiative: willingness to independently research and try solutions
• Documentation skills: creating precise and understandable notes on incidents
• Willingness to learn: openness to new technologies, tools, and processes
• Resilience: staying calm even in stressful situations
• Curiosity: proactively attending training, pursuing certifications, and bringing new knowledge to the team

This is also why you should apply right now. 
Stuck in traffic every day? Home office is an integral part of our company culture. Need a break? At UMB, up to 9 weeks of holiday are possible. Always working? Our fantastic events are renowned across the industry. We do everything to promote team cohesion. 
Apply now and learn more about the 1000 reasons to work for the best employer in Switzerland. 
As the best employer in Switzerland, we mostly find our new colleagues through recommendations – otherwise through job advertisements. Therefore, please no dossiers from recruitment agencies, thank you.