IT Service Desk Operative

IT Service Desk Operative

#15261589 | 12 September, 2017
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Zug Canton, Switzerland
Type of position
Required years of experience
2 to 5 years
Required languages
Educational requirements
Required skills

We are currently looking on behalf of one of our important clients for an IT Service Desk Operative. This role is a permanent position based in Zug Canton.


Your role:


  • Deliver high quality incident management.
  • Provide a 1st point of contact for customers & keep them informed of incident progress.
  • Record, investigate, diagnose & resolve incidents.
  • Communicate both proactively & reactively with all users & technical resolving teams.
  • Maintain awareness of service levels for all assigned incidents.
  • Ensure correct reassignment of unresolved or misrouted incidents.
  • Identify & assist in the elimination of problems.
  • Provide proactive support in order to consistently improve end user experience.


Your Skills & Experience:


  • Proven service & support expertise with a minimum of 18 months of experience in an IT / Service Desk environment.
  • An understanding of ITIL Incident & Problem Management best practice.
  • A background in Financial Services is required.
  • Ideally experienced in:
    • Windows 7 / 10
    • MS Office 2013 / 2016
    • Active Directory & Exchange Administration
    • Internet Explorer / Chrome / Firefox
    • Troubleshooting PCs / Laptops / Tablets / MFD’s
    • Remote Connectivity: RSA / VPN
    • Citrix
    • TCP/IP Troubleshooting
    • Mobile Support: BlackBerry / iPhone
    • Market Data: Bloomberg / Reuters
    • Audio/Visual: Projectors / Video conferencing / Plasma TV’s
    • Management of Anti-virus software
  • Strong customer facing interaction & customer service skills, including effective listening, patience, empathy & diplomacy.
  • Proficient communication, inter-personal, organization, documentation, team working & task management skills.
  • A professional telephone manner & good desk-side support know-how.


Your Profile:


  • Educated to degree level in IT.
  • Relevant IT accreditations (ITIL, ITSM) & Microsoft certifications are a plus.
  • Customer & quality focused & committed to service improvement.
  • Able to multitask, act on own initiative, identify new ideas for improvement & deal professionally with staff at all levels in the organization.
  • Self-motivated, accurate, quick learning & a good level of technical ability.
  • Honest, trustworthy, goal-driven & a team player.
  • Excellent English (spoken & written), German is a considered a plus.


If you wish to apply, please send us your resume in Word format with some references.

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