Employee IT Service Desk (80% - 100%)
Role details
Job location
Tech stack
Job description
- Act as the first point of contact for IT issues and requests.
- Document and resolve technical problems efficiently.
- Administer Microsoft 365 and Atlassian platforms as needed., Employee IT Service Desk (80% - 100%)
You are the first point of contact.
SVA Zurich is on the path from a classic service desk organization to a modern and controlling IT. As an employee in the IT Service Desk, you are the first point of contact for our internal users in case of IT disruptions and service requests. You ensure that technical problems are quickly identified, documented in a structured manner, and efficiently resolved or forwarded. In addition, you take on simple administrative tasks in our central platforms Microsoft 365 and Atlassian, actively contributing to the stability and quality of our IT services.
Your role and your tasks.
First-level support & incident management
Receiving and processing IT disruptions and service requests via ticket system and telephone
Initial error analysis and independent resolution within the scope of first-level support
Qualified forwarding of complex issues to second-level support with clear documentation of the facts
Follow-up of open requests until final resolution and feedback to users
Ticketing & documentation
Complete and comprehensible recording of all processes in the ticket system (Atlassian Jira Service Management)
Maintenance of the knowledge base and contribution to quality assurance of documentation
Compliance with SLAs and defined support processes
M365 & Atlassian administration
Performing simple administrative tasks in Microsoft 365 (e.g., user management, license assignment, group management)
Support with simple administrative activities in Atlassian products Jira & Confluence (e.g., user creation, rights assignment, area management)
Collaboration with the System Engineering team on platform issues requiring escalation
Requirements
- IT professional or business training with ICT specialization.
- Strong service orientation and communication skills required.
- Basic IT knowledge and experience with ticket systems preferred., * Strong service orientation and enjoyment in direct communication with users
- Analytical thinking and structured, careful working style
- Resilient and team-oriented, even in hectic situations
- Initiative and willingness for continuous development
- First practical experience in IT support or helpdesk as well as working with ticket systems is an advantage
- Good basic IT knowledge: operating systems (Windows), network basics, office applications
- Basic knowledge of Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) is an advantage
- First contact with Atlassian products (Jira, Confluence) is an advantage
