IT Support Specialist – 1st Level Service Desk (Zurich)

About the role

We are looking for an experienced IT Support Specialist to join the internal IT team of a well‑established organisation in Zurich. The role is a 6‑month fixed‑term position (with possible extension) focused on first‑level service desk support for a multilingual user base.

Key responsibilities

• Receive and log incidents and service requests via phone and electronic channels.
• Provide first‑level support in German, French, Italian and English.
• Analyse, document and resolve tickets following ITIL‑based processes.
• Escalate complex issues to second‑level support when necessary.
• Offer application support for various internal systems.
• Maintain and improve the internal Knowledge Management database.
• Participate in service‑quality and continuous‑improvement initiatives.

Required profile

• Strong experience in IT service‑desk or 1st‑level support.
• Customer‑oriented attitude with confidence in phone communication.
• Independent, structured and solution‑focused working style.
• Fluent German and either French or Italian; good English.

Required skills

• Microsoft Office 365 (professional level)
• Windows operating systems (professional level)
• Application support experience
• Network and VPN fundamentals
• ITSM tools such as ServiceNow
• Microsoft Azure (junior level)
• Basic knowledge of AI tools (e.g., Copilot)