ICT Supporter

ICT Supporter # (m/f/d) freelance/in temporary permanent employment for a project Bern Start date: immediately Reference number: 889918/1 Tasks ### • Receipt, analysis and qualified recording of malfunctions as well as service requests via telephone and ticket portal in compliance with ITIL standards • Independent processing and sustainable resolution of malfunctions and user requests in 1st-level support with the goal of a high first-solution rate • Implementation of structured triage, prioritization and professional forwarding of complex incidents and service requests to 2nd-level support or specialized specialist teams • Active follow-up of escalated tickets until successful resolution and ensuring transparent communication to users • Administration and maintenance of user accounts, permissions and group policies in Active Directory as well as Entra ID (Azure AD) • Setup, adjustment and documentation of user access and access rights according to internal guidelines and security specifications • Creation, maintenance and continuous development of knowledge articles, solution documentation and work instructions within the knowledge base • Support in the optimization of support and service processes through the creation and provision of reusable knowledge management • Ensuring high-quality ticket documentation as well as customer-oriented processing of all requests and malfunctions • Close cooperation with internal specialist departments and support teams for efficient processing of complex support cases and for the continuous improvement of service quality Profile ### • Completed training as Informatiker/in EFZ (platform development/system technology) or comparable qualification with several years of service desk experience • Sound knowledge of Windows 11, Microsoft 365, Active Directory/Entra ID, client hardware and ITSM ticketing tools • ITIL v4 Foundation certification or comparable further training is an advantage • Fluent German skills in speaking and writing as well as good English skills are an advantage • High customer and service orientation with a strong service mentality • Empathic and professional handling of users, even in demanding situations • Analytical, structured and solution-oriented way of working during error analysis • High resilience and stress resistance when dealing with critical infrastructures • Clear, understandable and audience-appropriate communication • Careful recording and documentation of malfunctions and requests • Strong teamwork skills and constructive cooperation with users and specialist teams Benefits ### • Long-term perspective through a long-term project duration in a stable environment • Attractive working environment with modern technologies, varied tasks and development opportunities