Global Service Desk Agent

Our client, headquartered in Zurich, Switzerland, has been a leading development and production partner for industrial components (e.g. sealing and sensors, etc.) for over 100 years. As a globally active product and materials specialist, we are serving customers - particularly in Europe, the USA, and Asia. We develop and manufacture customized and innovative product solutions together with our customers.

Are you ready to tackle IT challenges head-on? As a Global Service Desk Agent, you are the first point of contact for our employees' technical concerns. Whether it's fixing a fault or fulfilling a request, you're the one who gets things done.

Your responsibilities:

• Remote first level IT Support for colleagues across all business lines and geographies.

• Handling requests via different channels such as portals, phone calls, or quick chats to assist users.

• Understand and Analyze Issues- Dive into tech problems, guiding users through the process of finding solutions.

• Diagnose and document issues comprehensively and route unresolved aspects to the right support channels.

• Collaborate with IT colleagues and partners to troubleshoot and resolve infrastructure and network-related challenges

• Maintain a high level of customer satisfaction by providing quality assistance.

• Manage access and administration using Identity and Access Management systems and other tools

• Continuously develop your knowledge about IT services, business processes, and technical skills

• Contribute valuable ideas to enhance our IT systems and processes.

• Relevant IT qualifications and a proven track record in the field with at least 2 years of work experience in an international helpdesk environment

• Experience with Microsoft 365 applications, Citrix, Windows 10/11, MS Intune and Active Directory / Entra ID

• Hands-on experience with ticketing systems like ServiceNow, Jira-SM or others

• Proficiency in ITSM processes and tools and ITIL Foundation certification

• A passion for technology and a willingness to learn and adapt

• Excellent customer service skills - solving problems effectively while creating positive user experiences through proactive high-quality communication

• Strong analytical skills and attention to detail

• Ability to work effectively both independently and as part of a team

• Quality awareness and prioritization skills - efficiently managing tasks with a keen awareness of quality

• Strong proficiency in English, both written and spoken

• Chinese (Mandarin) knowledge would be a big plus

• German knowledge would be a nice-to-have

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