ICT Helpdesk Support

Job Title: ICT Helpdesk Support

Location: Hünenberg, Switzerland

Job Summary:

We are seeking a highly skilled and proactive ICT Helpdesk Support Teammate. The successful candidate will be responsible for hands on service desk operations, providing various SaaS application support, and managing Audio/Visual support for Teams and Zoom meetings. This role requires strong professional etiquette and the ability to interact effectively with third-party Managed Service Providers (MSPs), global teammates and executive leadership.

Key Responsibilities:

• Assist in guidance for global service desk team including dedicated MSP to ensure timely and effective resolution of IT issues.
• Provide on-site support, including maintenance, troubleshooting, and upgrades of operating systems and hardware.
• Manage and support Live Audio/Visual setups for Teams and Zoom meetings, ensuring seamless high-performance operation.
• Maintain a high level of professional etiquette in all interactions with internal and external stakeholders.
• Proactively engage with third-party MSP service desk to guide, coordinate and resolve issues.
• Develop and implement service desk policies and procedures to improve efficiency and customer satisfaction.
• Monitor and report on service desk performance metrics, identifying areas for improvement.
• Provide training and guidance to service desk staff to enhance their technical skills and customer service capabilities.
• Zoom Phone VOIP support

Qualifications:

• Proven experience in a service desk or IT support role.
• Strong knowledge of operating systems, including Windows and Mac environments.
• Proficiency in managing Live Teams and Zoom meeting Audio/Visual setups.
• Excellent communication and interpersonal skills, with a focus on professional etiquette.
• Ability to work proactively and collaboratively with third-party MSPs and other teammates around the globe.
• Strong problem-solving skills and the ability to handle multiple tasks simultaneously.
• Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft Certified: Entra Administrator) are a plus.

Preferred Skills:

• Experience with IT service management tools and software.
• Familiarity with network infrastructure and security best practices.
• Ability to develop and deliver training programs for service desk staff.
• Experience with various SaaS services such as Jira, Confluence, Miro, Entra ID, Crowdstrike Falcon, WS1/Intune, Office 365, etc. as well as some OnPrem based systems such as Oracle, ADManager, Lansweeper.
• Knowledge of SASE/ZTNA technologies