Service Desk Specialist

Job Description

• 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

• 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

• 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

• 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
• Strong familiarity with Microsoft 365 (Outlook, One Drive, Teams) including installation and basic administration
• Good documentation skills for recording activities, solutions and updates

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

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

• 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

• 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