Service Desk Specialist (1st Level Support)

We are looking for a Service Desk Specialist (1st Level Support) to join a customer in Switzerland.

This is a hands-on operational role where you will act as the first point of contact for IT-related issues and service requests. You will support end users in a dynamic, multilingual environment and ensure the smooth resolution of technical incidents while contributing to continuous service improvement.

Duties:
Handle and resolve incidents and service requests via the internal IT Service Desk in German, French, Italian, and English
Provide 1st level support to internal users across a wide range of IT topics
Troubleshoot and resolve tickets in line with ITIL-based processes, escalating to 2nd level support where required
Deliver application support for various internal business systems
Maintain and improve the knowledge base by documenting solutions and best practices

Must haves:
Up to 5 years of experience in IT support/service desk roles
Strong customer-facing skills and ability to communicate effectively across multiple channels
Fluent German and French, with good English and Italian skills
Experience with Microsoft technologies including Microsoft 365, Windows 11, and Intune
Hands-on experience with ITSM tools (eg, ServiceNow)
Solid troubleshooting skills and a proactive, solution-oriented mindset

Nice to have:

Basic hardware knowledge (notebooks, printers)
Exposure to Entra ID, Azure, networking (Zscaler)
Interest or initial experience in AI tools such as Copilot

Work setup:

On-site presence required in Zurich during onboarding
Hybrid model afterwards with 1-2 days remote work per week (20-40%)

We believe in equal opportunity for all and actively encourage applications from diverse backgrounds, experiences, and perspectives.

Source Group International Ltd is acting as an Employment Business in relation to this vacancy