IT Service Desk Technician or Expert - 100%

With more than 160 different professions represented, the University Hospitals of Geneva are a reference institution at both national and international levels. To learn more about our institution, take a few minutes to view our retrospective by clicking here. The Digital and Augmented Intelligence Division (DTN-IA) was created to integrate and manage the most efficient hospital systems to support the clinical and logistical activities of the University Hospitals of Geneva. With more than insert number workstations and insert number servers available 24/7 for over 250 staff, the DTN-IA manages a comprehensive system for the HUG and 7 other Geneva institutions, alongside a robust ERP for logistical and financial processes. The DTN-IA creates cutting-edge documentation in the sector and contributes to the recognition of the HUG due to a rich functional offering and close collaboration with all healthcare professionals and their cross-cutting departments. Furthermore, the DTN-IA integrates state-of-the-art biomedical equipment along with specialized equipment for all its fields of expertise. The role of the expert technician at the Service Desk includes supporting individuals facing difficulties with various tools. The Service Desk handles an average of insert number calls per day, and your client service orientation allows you to propose efficient solutions aimed at optimizing the daily experience of users, all while meticulously following up on incidents until resolved or escalating them to specialists. Your field of action includes analyzing, tracking, and resolving incidents and support requests from various sources such as phone requests, instant messaging, emails, or the self-service portal. With your calm demeanor, you demonstrate active listening to users to provide them with the best possible information. You ensure that technical terms are simplified and adapt your language according to your interlocutor. Beyond incident management, leveraging your expertise, you regularly handle back-office tasks during service outages, such as coordinating with various stakeholders (managing alerts, greeting messages, exchanging with DTN-IA teams, Service Desk team, and hierarchy) and assisting in resolving incidents until normal service is restored. During these incidents, you maintain your composure and prioritize your actions thanks to your insight, and you occasionally perform back-office tasks to optimize and improve Service Desk processes using a continuous approach, such as developing simple scenarios or scripts (for example: chatbots, parallel scripts). You may also contribute to access rights management tasks. Your responsibilities also include regularly updating ITSM data in accordance with standards established by the DTN-IA to ensure the consistency and compliance of the data. You strive to keep this information up to date with precision. This includes updating or regularly adding articles to our knowledge base intended for both technical services and users. You join a team of nine people, fostering knowledge sharing and mutual support. You participate in internal and external training sessions to maintain and develop your expertise. Additionally, you are committed to continually learning about the services offered by the organization. You must hold at least a vocational diploma or equivalent, complemented by expertise in Windows 11 and/or Service Desk. You have at least insert number years of experience in a similar role, ideally gained within a large company in an ITIL context, and demonstrate autonomy, rigor, precision, and excellent communication skills. You also have developed interpersonal skills, including easy contact and a strong sense of service with high listening capacity, to meet the needs of your contacts. You work as part of a team and share your knowledge. You have a good overall vision and understand how the Service Desk and the DTN-IA operate as a whole. At all times, you remain calm to ensure optimal management of requests. You have a very good knowledge of the Microsoft Windows 11 environment, and the Microsoft Office Suite is a plus. You are familiar with management tools for the CMDB and incidents and ideally have experience with scripting tasks and processes through a good knowledge of PowerShell and/or have experience with Windows and network principles and tools such as Active Directory, DHCP, and you know and apply the KCS methodology in knowledge management where you have a "KCS Fundamentals" certification, or an equivalent is recommended. You also demonstrate good writing skills in French for incident management and additional documentation. You can work night and weekend shifts and participate in a stand-by service. Positions available: 1 Work rate: 100% Job grade: Fixed-term Contract of 1 year renewable (with potential) Application deadline: For inquiries, contact Name , Service Desk Manager, phone insert number . Your application must include a letter demonstrating your motivation, your curriculum vitae, copies of the necessary diplomas and certificates required for the position, and the last 2 evaluation reports. This announcement addresses both women and men without distinction. Wishing to engage in the fight against unemployment, the HUG encourages applications from candidates coming from the cantonal office for employment. Applications submitted via physical paper and email will not be processed. jidf20184eaen jit0310aen jpiy26aen