IT Service Desk Engineer / ICT Support 80-100%

Join our team as an IT Service Desk Engineer in Herisau! This role offers a dynamic work environment with growth opportunities.

Tasks

• Act as the first point of contact for IT support requests.
• Analyze and resolve technical issues via email, phone, and tickets.
• Document procedures and update guides for better service quality., The Service Desk is not just a pure support position with us, but a central interface between our customers, our systems, and our teams. We are looking for an IT Service Desk Engineer who will shape our Service Desk professionally, take responsibility, and actively contribute to the quality of our services. You are the first point of contact for technical concerns, analyze disruptions, coordinate solutions, and ensure that our customers always feel well cared for and understood. You work in a structured manner, think solution-oriented, and bring both technical understanding and a pronounced service attitude.

This is your task:

• First contact person for fault reports, questions, and change requests for our customers and employees
• Receiving, analyzing, and responding to faults and support requests via email, phone, and ticket system
• Forwarding complex cases to the responsible specialist departments
• Transparent and reliable communication & coordination of disruptions internally and externally
• Updating and creating instructions, documentation, and checklists

• Completed IT education or equivalent experience required.
• Strong customer and service orientation essential.
• Analytical and problem-solving skills are a must., * Completed training in the IT field (e.g., computer scientist EFZ) or comparable qualification
• Experience in the Service Desk area
• Ideally experience with ITIL processes
• Solid knowledge in Windows, Linux, cloud environments, networks, and IT infrastructure
• Strong customer and service orientation as well as communication skills
• Friendly, positive interaction with customers and employees
• Analytical thinking and solution-oriented working
• Teamwork, reliability, and a structured way of working
• Good German and English skills, spoken and written
• Time flexibility to cover operating hours, * Highly motivated and professional working environment, as well as an open and collegial working atmosphere