Senior IT Service Desk Supporter; m​/w

Location:

Zurich, hybrid

Workload:
Full-time

We’re seeking an exceptional Senior IT Service Desk Analyst to join our Service and Support team. This is a senior individual contributor role for someone who brings both technical expertise and operational maturity — someone who can handle complex incidents, work independently, and be the reliable escalation point when things get challenging. You’ll be a cornerstone of our IT support operations: resolving sophisticated technical issues, coordinating vendor responses, stepping up during Major Incidents, and setting the standard for how great service delivery looks.

You’ll also flex to Tier 1 support when the team needs coverage, because you understand that keeping the service desk running smoothly sometimes means jumping in wherever needed. This isn’t an entry‑level support role; we need someone with the judgment, initiative, and technical depth to operate autonomously — and the team‑first attitude to roll up their sleeves on any issue, big or small.

• Handle complex tier 2/3 technical issues across infrastructure, applications, and end‑user systems
• Troubleshoot and resolve incidents that junior analysts escape to you
• Provide Tier 1 support coverage when needed—password resets, account unlocks, basic troubleshooting—no task is beneath you when the team needs help
• Perform root cause analysis and implement fixes that prevent recurrence
• Bridge the gap between service desk and engineering teams when needed

• Participate in the Major Incident Management (MIM) on‑call rotation
• Serve as a key responder during Major Incidents, coordinating technical work streams
• Work alongside incident commanders to drive resolution under pressure
• Communicate clearly with stakeholders during outages and service disruptions
• Contribute to post‑incident reviews with technical insights and improvement recommendations
• Be available to respond to critical incidents outside business hours as part of the rotation

• Interface with IT vendors and managed service providers to resolve issues
• Manage vendor tickets, escalations, and ensure SLA compliance
• Hold vendors accountable while maintaining productive working relationships
• Know when to elevate vendor performance issues internally

• Follow and help refine ITSM processes (incident, problem, change management)
• Maintain accurate documentation in the knowledge base
• Identify process gaps or inefficiencies and suggest improvements
• Ensure tickets are properly categorized, documented, and closed with quality

• Take ownership of issues from initial contact through resolution—whether Tier 1 or Tier 3
• Work independently with minimal supervision—you know what needs doing
• Make sound technical decisions and know when to involve others
• Take initiative on improvements without waiting to be asked

• 4‑6+ years in IT support, service desk, or technical operations roles
• Strong troubleshooting skills across Windows/Mac/Linux, Office 365, networking fundamentals, and enterprise applications
• Experience supporting modern cloud‑based infrastructure (Azure, AWS, Google Workspace, etc.)
• Comfortable with ticketing systems, remote support tools, and ITSM platforms
• Willing and able to handle the full spectrum of support—from basic Tier 1 requests to complex technical issues

• Hands‑on experience supporting or participating in Major Incident response
• Comfortable with on‑call responsibilities and responding to critical incidents outside business hours
• You've been in the war room when systems are down and know how to stay focused
• Ability to work under pressure, prioritize effectively, and communicate clearly during crises
• Understanding of incident management frameworks and practices

• Experience working with external IT vendors and service providers
• Comfortable logging vendor tickets, tracking progress, and escalating when necessary
• Ability to communicate technical requirements clearly to third parties
• Understanding of SLAs and how to hold vendors accountable

• Process…