Kanton Zürich
Zürich
15 hours ago
Service Desk Agent (fixed-term for 3 years) 80 - 100%
- 12 May 2026
- 80 – 100%
- Zürich
Job summary
Join DigiSol as a Service Desk Agent, shaping Zurich's digital future. Be part of a dynamic team with a focus on IT services and customer satisfaction.
Tasks
- Lead a team of 3 in managing IT service requests and incidents.
- Ensure quality control in Active Directory roles and permissions.
- Identify and implement improvements in support processes.
Skills
- Must have an IT background with over 8 years in service desk roles.
- Strong analytical skills for troubleshooting and solutions.
- Experience with ticketing tools like Service Now or Jira.
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About the job
Service Desk Agent (fixed-term for 3 years) 80 - 100%DigiSol, as the competence centre of the JI Directorate, shapes the digital future of the Canton of Zurich. We are responsible for specialist applications, specialised infrastructures, digital solutions and IT services – in a partnership-based, customer-oriented and future-focused manner. As a bridge builder between the specialist departments, IT and organisation, we ensure that our customers can fulfil their tasks effectively and efficiently.
As a Service Desk Agent, you take on a central role in the operation of our IT services in a dynamic transformation environment. As part of the support team, you handle enquiries and ensure sustainable solutions. You stay close to our specialist departments, understand their needs and, together with the team, ensure a stable and efficient operation. With your expertise and service-oriented working style, you actively contribute to the further development of our support and the improvement of service quality. This position is initially fixed-term for 3 years.
Your responsibilities
- You are the team lead for a team of 3 employees
- You manage roles and permissions for our specialist applications in Active Directory (including control and quality assurance) and support audit and compliance requirements (e.g. permission reviews)
- You are responsible for receiving, classifying and prioritising incidents and service requests
- You ensure structured ticket processing according to ITSM/ITIL processes and resolve standard faults as well as service requests. Furthermore, you monitor faults and trends (e.g. ticket volume or SLA compliance) and create fault statistics
- Escalating professionally complex incidents and problems to the 3rd-level support is part of your duties
- You identify improvement potentials in the support process and further develop instructions and checklists
- Active participation in the optimisation of ITSM processes and contributing improvement suggestions based on previous support experience are a matter of course for you
- You also support the standardisation and automation of processes
Your profile
- You have completed training in the field of computer science (EFZ, HF, FH) or a comparable qualification and bring several years of experience (approx. >8 years) in service desk, application support or a similar IT-related role
- Your experience in the operation and support of business applications (e.g. specialist applications, ERP/CRM or comparable systems) and good knowledge of Active Directory (e.g. user and permission management) as well as good analytical skills allow you to identify and resolve causes of faults sustainably
- You have experience with ticketing and knowledge management tools (e.g. Service Now, Jira, Confluence or comparable)
- With your structured, independent and solution-oriented working style as well as your high quality standards and sense of responsibility for your own topics, you actively shape your scope of action and take responsibility for your results
- You bring a willingness to innovate and are always solution-oriented and quality-conscious
- You live cohesion and an open feedback culture, in which you achieve ambitious goals together with your team
- Furthermore, you enjoy working with various stakeholders and IT teams and have very good German language skills in spoken and written form; English skills are an advantage
We offer you
- High degree of creative freedom and genuine ownership in an open and transparent team culture
- Modern workplace at Zurich Hardbrücke as well as flexible home office arrangements (1-2 days per week)
- Individual training opportunities, e.g. in the field of automation
- In short: meaningful work with direct benefits for society
Application
Ready to help shape the digital future of the JI Directorate? Then we look forward to meeting you.
Apply now and become part of a team that takes responsibility and develops digital solutions with enthusiasm.
We do not consider applications via personnel service providers for this position.
