IT Service Desk Engineer

About Virtido

Virtido is an entrepreneurial and innovative IT company headquartered in Zurich, Switzerland. We realize ideas and projects - from strategic concept to technical implementation closely alongside our dynamic clients with a strong focus on start-up or fast-growing companies. Since inception in 2015, we have grown rapidly to currently 140+ professionals in Switzerland, Germany, Poland, Ukraine and the Philippines.

About Our Client

Our client is a leading global organization in the hospitality, gaming, and entertainment industry. Known for their innovative and luxurious properties, they offer world-class amenities and exceptional service to their customers. They are committed to creating unforgettable experiences and setting new standards in the industry.

About this role

The IT Service Desk is a centralized first point of contact for people with IT issues or requests. The role of the Service Desk Engineer is to provide excellent service in a friendly and efficient manner. 
This role concerns the provision of 1st level support services for the firm's hardware and software products using a call management system (Fresh Service) to manage throughput, meeting call targets and effectively utilizing call escalating processes.

Key responsibilities 

As an IT Service Desk Engineer you will work as part of a team of problem solvers helping to solve complex business issues from strategy to execution. Responsibilities include but are not limited to:

• Provide exceptional customer service and technical support via phone, email, and in-person.
• Exercise independent judgment in troubleshooting and resolving IT-related issues in a timely and efficient manner, while ensuring alignment with the company's goals and objectives.
• Document all customer interactions, issues, and resolutions in Fresh Service while identifying and reporting patterns, trends, and issues to the appropriate teams.
• Continuously improve personal technical knowledge and customer service skills through training and self-study, while proactively identifying areas of improvement and providing feedback to the appropriate teams
• Escalate complex issues to higher-level support teams as necessary, while communicating the impact and urgency of the issue to the customer and other relevant parties.
• Collaborate with other IT team members to resolve complex technical issues, while seeking opportunities to streamline and optimize processes and procedures.
• Act as the face of the IT Service Desk and build strong relationships with requestors, while advocating for the company's goals and objectives.
• Communicate IT-related updates, changes, and maintenance schedules to customers, while identifying opportunities to improve communication and collaboration across teams.
• Provide timely and effective resolution of user issues, ensuring that SLA targets are met or exceeded.
• Maintain a high level of technical and procedural knowledge of IT services and support processes, to provide accurate and helpful information to end-users.
• Identify and escalate trends in user issues, suggesting improvements to IT Service Management processes and procedures.
• Participate in the creation and maintenance of Knowledge Base Articles and other documentation related to IT services and support.
• Follow established Incident Management, Problem Management, and Change Management processes and procedures, ensuring that all actions are documented appropriately.
• Provide feedback to the Service Desk Manager on ways to improve the IT Service Management function, including service levels, processes, and tools.
• Always maintain a positive and professional attitude when interacting with end-users and other members of the IT team.

Requirements

• Bachelors degree is preferred.
• Understanding of ITIL and IT Service Management.
• At least 2 years of experience in a support or customer service role, preferably in an IT Service Desk environment.
• Passion for technology and providing exceptional customer service.
• Strong problem-solving skills and ability to think critically.
• Knowledge of various operating systems, hardware, and software applications
• Knowledge of IT service management processes and procedures, including incident management, problem management, and change management.
• Excellent communication and interpersonal skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Strong customer service skills are essential, with a focus on delivering positive user experience.
• Ability to work independently and as part of a team, with excellent organizational and time management skills.
• Proficiency in using IT service management systems and ticketing tools preferred (Fresh Service) and other relevant software applications.
• Willingness to work flexible hours as necessary, including evenings, weekends, and holidays, as required.

What we offer

• Courses of English and German.
• Comfortable and friendly work environment.
  
• Additional benefits may apply.

Does this resonate well with you? Then we look forward to receiving your application!