IT Service Desk Agent

  • Post Date: July 23, 2020
  • Applications 0
  • Views 653
Job Overview
Deliver best practice incident management

First point of contact for customer liaison and keeping customers informed of progress of incidents

Recording, investigating, diagnosing and resolving incidents

Communicating both proactively and reactively with all users and technical resolving teams

Maintaining awareness of service levels for all assigned incidents

Ensuring correct reassignment of unresolved or misrouted incidents

Identifying and assisting in the elimination of problems

Provide proactive support in order to consistently improve the ‘end user experience’

Effective communication, organisation and documentation skills

Constant self-improvement in knowledge and knowhow aimed directly at improving the Service Desk team reputation and overall IT impression


Excellent English oral and written communication skills, German is a plus

Educated to degree standards in IT, relevant IT accreditations (ITIL, ITSM)

Microsoft certifications are a plus

The ideal candidate is:

Proven service and support expertise

Customer facing, interaction skills, professional telephone manner and desk-side support

Customer service skills including effective listening, patience, empathy and diplomacy

Communication, inter-personal, team working and task management skills

Commitment to service improvement with a customer focused attitude and a ‘sense of humour’ is a must

A high level of quality focus, with an eye for detail and accuracy

Confidence to deal professionally with staff at all levels in the organization

The ability to multitask

Identifying new ideas for improvement

Quick learning skills with information retention and a good technical aptitude/ability

Ability to act on own initiative

Honest, trustworthy, a valued team member, and actively involved in achieving team objectives

Have some basic business analysis experience and can communicate a solution proposal to sufficiently to business stakeholders

Self motivated with a sense of urgency

Job Detail
  • Offerd Salary120,000 CHF
  • Career LevelOthers
  • Experience4 Years
  • GenderBoth
  • INDUSTRYBanking
  • QualificationMaster’s Degree
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