IT Service Desk Specialist (FR / DE)

Helvetica Partners; Neuenburg; On-site; CHF 60,000 - 75,000; Full time

Job summary

Helvetica Partners is seeking an IT-focused Service Desk professional in Switzerland to be the first contact for users across multiple channels. The role supports Windows 10/11, M365, and Active Directory, handles Level 1 incidents, and manages user accounts and onboarding/offboarding processes.

You will work in a fast-paced environment requiring strong organization, patient communication, and fluency in French and German to assist a diverse user base.

Qualifications

• IT training or hands-on IT experience.
• First successful experience in a Service Desk or end-user support role.
• Experience with Windows 10/11, M365, and Active Directory.
• Familiar with ITSM and incident management practices.
• Customer-oriented, patient, and able to explain tech simply.
• Rigorous and organized in a fast-paced environment.
• Fluent in French and German, written and spoken.

Responsibilities

• Be the first point of contact for users by phone, email, chat and tickets.
• Log, qualify, prioritise and resolve Level 1 incidents and service requests.
• Manage user accounts, passwords, access rights and mailboxes.
• Prepare and deploy workstations, laptops, smartphones and peripherals.
• Handle onboarding and offboarding of employees.
• Escalate complex issues to Level 2/3 teams or vendors with documentation and follow-up.
• Contribute to the knowledge base and help users become more autonomous.

Skills

Customer focus

Organised

Fast-paced environment

French language

German language

Experience in Service Desk/Helpdesk

Clear communication

Education

IT training (CFC/EFZ in IT) or equivalent hands-on experience

Tools

Windows 10/11

Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

Active Directory

ITSM / Ticketing Tool

Job description

Your profile

• IT training (CFC/EFZ in IT or equivalent), or equivalent hands-on experience
• First successful experience in a Service Desk, helpdesk or end-user support role
• Good knowledge of Windows 10/11, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and Active Directory
• Familiar with an ITSM / ticketing tool and incident management best practices
• Customer-oriented, patient and able to explain technical topics in simple terms
• Rigorous, organised and comfortable working in a fast-paced environment
• Excellent command of French and German, both spoken and written

Nice to have

• Experience writing knowledge base articles and user guides

Your missions

• Be the first point of contact for users by phone, e-mail, chat and tickets
• Log, qualify, prioritise and resolve Level 1 incidents and service requests
• Manage user accounts, passwords, access rights and mailboxes
• Prepare and deploy workstations, laptops, smartphones and peripherals
• Handle onboarding and offboarding of employees
• Escalate complex issues to Level 2/3 teams or vendors with clear documentation, and follow up until resolution
• Contribute to the knowledge base and help users become more autonomous