IT Service Desk Specialist (FR / DE)

About the role

Join a well‑established Swiss company as an IT Service Desk Specialist, providing first‑line support to French‑ and German‑speaking users. You will handle incidents, service requests, and device provisioning while ensuring a smooth onboarding and off‑boarding process.

Key responsibilities

• Act as the first point of contact via phone, email, chat and ticketing system, logging and resolving Level 1 incidents.
• Manage user accounts, passwords, access rights, mailboxes and deploy workstations, laptops, smartphones and peripherals.
• Handle employee onboarding and off‑boarding, and escalate complex issues to Level 2/3 teams with proper documentation.
• Contribute to the knowledge base and monitor SLA performance, recurring issues and user satisfaction.

Required profile

• Completed IT training (CFC/EFZ or equivalent) or comparable hands‑on experience.
• Previous experience in a Service Desk, helpdesk or end‑user support role.
• Excellent written and spoken French and German.
• Customer‑oriented, patient and able to explain technical topics in simple terms.

Required skills

• Good knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Experience with Active Directory and an ITSM/ticketing tool.
• Familiarity with Intune, Entra ID, device deployment and mobile device management (nice to have).
• ITIL Foundation certification (nice to have).