ICT Service Desk Employee

Tasks:

• Receiving incident reports, questions and change requests from system users
• Recording and classifying the necessary information
• Preliminary analysis of incident reports and questions
• Resolving simple faults via remote analysis
• Answering questions and initiating any workarounds as first-level support
• Forwarding incident reports and questions to the defined responsible departments
• Maintenance and evaluation of incident statistics for quality assurance and process optimization
• Proactive information of users about current incidents, maintenance work and operational announcements
• Training & consulting of users on the proper use of the provided IT systems/tools
• Granting of access rights and user IDs in defined exceptional situations according to internal guidelines
• Creating and maintaining solution descriptions, quick guides and documentation

Requirements:

• Practical experience in the IT service desk environment with direct customer contact
• Excellent oral and written communication skills in German (other languages an advantage)
• Quick comprehension as well as a structured and solution-oriented way of working
• Proficient handling of IT service management tools, ideally with ServiceNow
• Solid knowledge of ITIL processes and their application in operational operations
• Strong analytical skills for efficient error analysis and resolution
• High resilience (up to 60 calls per person and day)
• Flawless criminal / debt enforcement register

Start: As soon as possible
Duration: until 31.12.2026 (with option for extension)
Workload: 80-100%
Location: Zürich (Stadt)
Home Office: By arrangement, max. 2 days per week possible
Working hours Service Desk: 07:00 - 18:00 (in three staggered shifts)

Are you interested? We look forward to your application.