Employee IT Service Desk (80% - 100%)

About the job

Employee IT Service Desk (80% - 100%)

You are the first point of contact.

SVA Zurich is on the path from a classic service desk organization to a modern and controlling IT. As an employee in the IT Service Desk, you are the first point of contact for our internal users in case of IT disruptions and service requests. You ensure that technical problems are quickly identified, documented in a structured manner, and efficiently resolved or forwarded. In addition, you take on simple administrative tasks in our central platforms Microsoft 365 and Atlassian, actively contributing to the stability and quality of our IT services.

Your role and your tasks.

First-level support & incident management

Receiving and processing IT disruptions and service requests via ticket system and telephone

Initial error analysis and independent resolution within the scope of first-level support

Qualified forwarding of complex issues to second-level support with clear documentation of the facts

Follow-up of open requests until final resolution and feedback to users

Ticketing & documentation

Complete and comprehensible recording of all processes in the ticket system (Atlassian Jira Service Management)

Maintenance of the knowledge base and contribution to quality assurance of documentation

Compliance with SLAs and defined support processes

M365 & Atlassian administration

Performing simple administrative tasks in Microsoft 365 (e.g., user management, license assignment, group management)

Support with simple administrative activities in Atlassian products Jira & Confluence (e.g., user creation, rights assignment, area management)

Collaboration with the System Engineering team on platform issues requiring escalation

Your parameters convince us.

• IT specialist EFZ or commercial training EFZ with ICT-specific further education
• Strong service orientation and enjoyment in direct communication with users
• Analytical thinking and structured, careful working style
• Resilient and team-oriented, even in hectic situations
• Initiative and willingness for continuous development
• First practical experience in IT support or helpdesk as well as working with ticket systems is an advantage
• Good basic IT knowledge: operating systems (Windows), network basics, office applications
• Basic knowledge of Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) is an advantage
• First contact with Atlassian products (Jira, Confluence) is an advantage

Further information

SVA Zurich is the competence center for social insurances. It is one of the top employers in the canton and is within walking distance of Zurich main station. The fact that our more than 1000 employees are above-average satisfied has good reasons: a meaningful activity, flexible working hours, home office, and good social benefits. Would you like to contribute and develop yourself in an appreciative and open corporate culture? Welcome to SVA Zurich.

Don't know SVA Zurich? It's high time to get to know us: http://www.svazurich.ch/erleben

Our HR specialist, Edith Steuble, 044 448 58 43, will be happy to provide you with further information.