Service Desk Operator at the Information Systems Department

About the job

Administration

Service Desk Operator at the Information Systems Department

The Information Systems Department (ISD) of the CHUV is looking for two Service Desk Operators with an activity rate between 80% and 100% to strengthen its team.

Context

The University Hospital of Vaud (CHUV) is one of the 5 Swiss university hospitals. Thanks to its collaboration with the Faculty of Biology and Medicine of the University of Lausanne as well as EPFL, CHUV plays a leading role in the fields of medical care, medical research, and education.

The Information Systems Department (ISD) of CHUV manages a fleet of more than 12,000 PCs with 200 business applications that require a responsive, efficient, and user-oriented Service Desk.

Today, CHUV faces a rapidly evolving environment, and the Information Systems Department is at the forefront to meet this challenge. The Services and Support teams are present in all activities, and their interventions, as well as their expertise, are vital for the operational and strategic performance of CHUV.

The Service Desk also has the mission to represent users to the ISD and to propose continuous improvements based on the experience gathered in the field.

Mission

You are the first point of contact for CHUV employees regarding any IT request or incident, ensuring a professional and service-oriented reception.

You identify, analyze, and diagnose incidents to provide a quick and appropriate response to users.

You actively participate in incident resolution, in collaboration with internal teams, and coordinate with second-level support when necessary.

You ensure the sharing and capitalization of knowledge, thus contributing to the continuous improvement of processes and solutions.

You act as an interface by representing users to the ISD, reporting needs, and proposing improvement paths based on field experience.

You work according to office hours, Monday to Friday, without on-call duty or standby service, ensuring a good work-life balance.

Profile

You hold a Federal VET Diploma (CFC) as an IT specialist or an equivalent qualification.

You have good knowledge of ITIL processes and best practices in IT service management.

You master Windows environments, common office tools, as well as basic networking concepts.

You demonstrate a strong service orientation, excellent interpersonal skills, and enjoy teamwork.

You are able to manage priorities effectively, even under stress or facing multiple requests.

You have perfect command of French; knowledge of technical English is an asset.

You are recognized for your punctuality, organization, and rigor, while remaining flexible and comfortable in constantly evolving environments.

Endowed with natural empathy, you are committed to supporting users with pedagogy and professionalism.

Curious and proactive, you have a genuine interest in new technologies and their evolution.

A first experience in a similar role (service desk, IT support, helpdesk) is an advantage.

We offer

Becoming a collaborator of the University Hospital of Vaud means benefiting from:

• Top-level social benefits, 20 days of paternity leave, and 4 months of maternity leave (with the possibility of an additional month of breastfeeding leave)
• Regular salary progression adapted to responsibilities
• A 13th salary and 25 days of vacation per year
• A right to at least three days of training per year, with access to a varied offer within the CHUV Training Center and partner training centers of the State of Vaud
• Facilitated access to one of the 500 furnished apartments offered in the surrounding neighborhoods for people relocating to Switzerland from abroad
• Social, cultural, and economic benefits offered to members of the H-Oxygène association
• Benefits offered within the mobility plan (discounts on public transport subscriptions, promotion of "Mobility" vehicles, and discounts on the purchase of electric bikes)
• Quality company restaurants in each hospital building with preferential rates.

Contact and application submission

Contact for information about the position: Mr. Yannick Aubert, Service Center Team Leader, at 021 314 91 81

Since all our applications are processed electronically, we kindly ask you to apply exclusively online by clicking the APPLY button at the bottom of the announcement.

If you have difficulty applying, you can consult our procedure on how to apply online. If for technical reasons you cannot apply online, we invite you to contact our Recruitment Unit, which will assist you in your process, either by email at e.recrutement@chuv.ch or by phone at 021 314 85 70.

CHUV applies the highest quality standards in its recruitment processes. Furthermore, committed to promoting diversity among our collaborators, we pay attention to different life paths and do everything possible to ensure equal treatment and avoid any discrimination. We look forward to receiving your application.

We kindly ask placement agencies to note that applications submitted directly on our recruitment platform by them are not accepted and cannot be invoiced. Thank you for your understanding.