ICT Service Desk Specialist — ITIL & Microsoft 365

ITech Consult; Bern; Vor Ort; CHF 65.000 - 90.000; Vollzeit

Zusammenfassung

ITech Consult in Bern seeks an ICT Supporter (m/w/d) to serve as the central contact for users, log and analyze incidents, and provide first-level support with a strong focus on ITIL-aligned processes.

The role requires a completed IT qualification and several years in ICT support, with expertise in Windows 11, Microsoft 365, Active Directory, and Entra ID. On-site, 80–100% workload, hours 7:30–16:30, start 2026-09-01, end 2027-12-31.

Qualifikationen

• Completed vocational training as an IT specialist (EFZ) with a focus on platform development or systems engineering, or an equivalent qualification.
• Several years of experience in ICT support, service desk, or user support.
• Sound knowledge of Windows 11, Microsoft 365, Active Directory, Microsoft Entra ID, client hardware, and ITSM ticketing tools.
• Experience in incident management and in the structured recording, processing, and escalation of incidents.
• Good knowledge of ITIL processes; ITIL v4 Foundation certification is an advantage.
• Strong customer and service orientation, as well as professional interaction with users.
• Structured, solution-oriented work style and resilience in a business-critical environment.
• Clear and understandable communication with users, support teams, and specialist teams.
• Fluent German (written and spoken); English skills are an advantage.

Aufgaben

• Receiving, analyzing, and recording incidents and service requests via telephone and ticket portal
• Processing and resolving known issues in first-level support
• Ensuring a high first-call resolution rate
• Triaging, prioritizing, and escalating complex requests to second-level support or specialized teams
• Tracking open tickets and ensuring transparent communication
• Managing user accounts, permissions, and group policies in Active Directory and Microsoft Entra ID
• Maintaining and updating troubleshooting guides and documentation in the knowledge base
• Contributing to the continuous improvement of support processes according to ITIL

Kenntnisse

Customer service

Incident management

First-level support

Communication with users

Team-oriented

Structured problem-solving

Fluent German

Ausbildung

IT specialist EFZ or equivalent qualification

Tools

Active Directory

Microsoft Entra ID

Windows 11

Microsoft 365

ITSM ticketing tools

Jobbeschreibung

ITech Consult in Bern seeks an ICT Supporter (m/w/d) to serve as the central contact for users, log and analyze incidents, and provide first-level support with a strong focus on ITIL-aligned processes.

The role requires a completed IT qualification and several years in ICT support, with expertise in Windows 11, Microsoft 365, Active Directory, and Entra ID. On-site, 80–100% workload, hours 7:30–16:30, start 2026-09-01, end 2027-12-31.