Junior Service Desk Agent (multilingual)

Service Desk Agent - Zurich

We are currently seeking an experienced Service Desk Agent for our client, a leading global company based in Zurich. The ideal candidate has a can-do mentality, has great communication skills, speaks fluent German and English and brings 3-5 years' experience in a multinational work environment. If you believe you are the right match, read on!

Your tasks will include:

• Providing First Level IT Support via Telephone, Email, Remote tools and on-site
• First analysis of all customer requests and gathering of all necessary information
• Creating ticket in the Service Management tool in accordance with ISO 20`000 and ITIL guidance (User Incidents, Security Incidents, Application Support, User Administration, Information Management, Order Management, Complaint Management)
• Forwarding incidents and service requests which cannot be resolved by the IT Service Desk to the responsible IT Team in line with the process specifications
• Managing own tickets from beginning until closing with proper customer information flow
• Technically or hierarchically escalate incidents or service requests and doing their follow-up
• Creating of Knowledge Base entries
• Active participation in new and ongoing IT projects

What is your background?

Absolute requirement: You communicate fluently in German and English (written and spoken)

• Apprenticeship in IT or occupational ICT certificate or equivalent degree
• Additional education ITIL v2/v3, MCDST, MCSA, MCSE, etc.
• 3-5 years professional experience in 1st or 2nd Level Support
• Extensive experience in Microsoft Windows 7 and Microsoft Office 2010
• You are customer-oriented with excellent communication skills and have a "can do" mentality
• Experience in Google app for business (Mail, Calendar, Chrome, Docs, Drive, Hangout, Sites etc.) and other application like BMC Remedy, Service Now, Citrix, Oracle, Mobile Device Management (AirWatch, Google), RSA SecurID, Symantec management console
• Good Hardware skills in Lenovo, Apple iPhone/iPad, Samsung phone/tablet

Don't hesitate and send us your CV and testimonials today through the link in the advert. In case of any questions please contact Eric Schuster on +41 44 229 99 37. Please only apply if you have EU or Swiss nationality.

Experis IT is Europe's leading IT&T recruitment agency. Take a look at our homepage for other interesting opportunities or call us on +41 44 229 99 99. Experis IT has more than 200 currently open vacancies and we will be more than happy to find the perfect role for you! Just visit us www.experis.ch