Service Desk Specialist

User Support

• Provide first-line support to PC users (workstation setup peripherals account access printing services network connectivity Microsoft Office applications)
• Ensure telephony and front-desk duties according to Service Desk opening hours 7:30-18:00
• Deliver clear instructions and communicate effectively with non-technical users

Incident & Request Management

• Perform initial troubleshooting and provide timely solutions
• Escalate incidents when necessary and follow up until resolution
• Classify process and document all requests and incidents in the ticketing system (ideally Jira Ticketing System ) with accurate and complete information
• Ensure regular updates to users maintaining transparency and communication at all stages

Knowledge & Asset Management

• Contribute to the maintenance and improvement of the knowledge base with clear structured and practical solutions(Confluence Eureka)
• Record hardware movements (delivery/return of laptops phones peripherals) and keep asset information up to date
• Support onboarding and offboarding processes for new employees

Qualifications :

Technical Requirements

• Minimum of 2 years of verifiable experience in a Service Desk or IT Support role
• Proven ability to independently open manage and close tickets using a standard ITSM/ticketing system
• Solid knowledge of Windows 10/11 administration and troubleshooting
• Basic understanding of computer networks (VPN Wi-Fi connectivity troubleshooting)
• Hands-on experience with Active Directory / Entra ID
• Strong familiarity with Microsoft 365 (Outlook OneDrive Teams) including installation and basic administration
• Good documentation skills for recording activities solutions and updates

Required (at least one):

• CompTIA A
• Microsoft Certified: MD-100 / MD-102 (Windows Client)
• Swiss Federal VET Diploma in IT (CFC/EFZ) or equivalent recognized qualification

preferred:

• ITIL Foundation Certificate (understanding of Incident & Request Management)
• CompTIA Network (basic networking knowledge)
• Microsoft 365 Certified: Fundamentals (MS-900)

Soft Skills & Personal Qualities

• Strong sense of service and professional work ethic
• Excellent communication skills and ability to provide clear explanations
• Team-oriented mindset combined with autonomy and accountability
• Attention to detail and ability to follow procedures
• Willingness to learn and adapt in a dynamic environment

Languages

• Fluent in German and English (mandatory)
• Basic knowledge of French is required for understanding common support requests and interacting with French-speaking collaborators
• Additional French proficiency is considered an advantage

Remote Work :

No

Employment Type :

Full-time