Senior IT Service Desk Supporter (m/w)

Job Informationen ######

Location: Zurich, hybrid Workload: Full-time

We're seeking an exceptional Senior IT Service Desk Analyst to join our Service and Support team. This is a senior individual contributor role for someone who brings both technical expertise and operational maturity - someone who can handle complex incidents, work independently, and be the reliable escalation point when things get challenging. You'll be a cornerstone of our IT support operations: resolving sophisticated technical issues, coordinating vendor responses, stepping up during Major Incidents, and setting the standard for how great service delivery looks. You'll also flex to Tier 1 support when the team needs coverage, because you understand that keeping the service desk running smoothly sometimes means jumping in wherever needed. This isn't an entry-level support role; we need someone with the judgment, initiative, and technical depth to operate autonomously - and the team-first attitude to roll up their sleeves on any issue, big or small.

Technical Problem Solving (Tier 1-3)

• Handle complex tier 2/3 technical issues across infrastructure, applications, and end-user systems
• Troubleshoot and resolve incidents that junior analysts escalate to you
• Provide Tier 1 support coverage when needed-password resets, account unlocks, basic troubleshooting-no task is beneath you when the team needs help
• Perform root cause analysis and implement fixes that prevent recurrence
• Bridge the gap between service desk and engineering teams when needed

Major Incident Management (On-Call Rotation)

• Participate in the Major Incident Management (MIM) on-call rotation
• Serve as a key responder during Major Incidents, coordinating technical workstreams
• Work alongside incident commanders to drive resolution under pressure
• Communicate clearly with stakeholders during outages and service disruptions
• Contribute to post-incident reviews with technical insights and improvement recommendations
• Be available to respond to critical incidents outside business hours as part of the rotation

Vendor Coordination

• Interface with IT vendors and managed service providers to resolve issues
• Manage vendor tickets, escalations, and ensure SLA compliance
• Hold vendors accountable while maintaining productive working relationships
• Know when to escalate vendor performance issues internally

Process & Service Excellence

• Follow and help refine ITSM processes (incident, problem, change management)
• Maintain accurate documentation in the knowledge base
• Identify process gaps or inefficiencies and suggest improvements
• Ensure tickets are properly categorized, documented, and closed with quality

Autonomous Operation

• Take ownership of issues from initial contact through resolution-whether Tier 1 or Tier 3
• Work independently with minimal supervision-you know what needs doing
• Make sound technical decisions and know when to involve others
• Take initiative on improvements without waiting to be asked

Our ideal candidate

Must-Haves

Technical Experience

• 4-6+ years in IT support, service desk, or technical operations roles
• Strong troubleshooting skills across Windows/Mac/Linux, Office 365, networking fundamentals, and enterprise applications
• Experience supporting modern cloud-based infrastructure (Azure, AWS, Google Workspace, etc.)
• Comfortable with ticketing systems, remote support tools, and ITSM platforms
• Willing and able to handle the full spectrum of support-from basic Tier 1 requests to complex technical issues

Incident Management & On-Call

• Hands-on experience supporting or participating in Major Incident response
• Comfortable with on-call responsibilities and responding to critical incidents outside business hours
• You've been in the war room when systems are down and know how to stay focused
• Ability to work under pressure, prioritize effectively, and communicate clearly during crises
• Understanding of incident management frameworks and practices

Vendor Management

• Experience working with external IT vendors and service providers
• Comfortable logging vendor tickets, tracking progress, and escalating when necessary
• Ability to communicate technical requirements clearly to third parties
• Understanding of SLAs and how to hold vendors accountable

Working Style

• Process-oriented: You follow procedures and understand why they exist
• Self-motivated: You don't need micromanagement; you see what needs doing and do it
• Autonomous: Comfortable making decisions and owning your work
• Takes initiative: You spot problems before they escalate and act proactively
• Common sense: You balance policy with practicality and know when to ask for help
• Team player: You understand that great service means pitching in wherever needed-Tier 1, Tier 3, or anywhere in between
• Professional communication: Clear, concise updates to technical and non-technical stakeholders alike

Highly Valued

• Banking, financial services, or regulated industry experience (or similar high-compliance environments)
• Familiarity with fintech, digital assets, or blockchain infrastructure
• ITIL Foundation certification or practical ITSM framework knowledge
• Experience with ServiceNow, Jira Service Management, or similar enterprise ITSM tools
• Previous on-call or shift work experience in IT operations
• Scripting or automation skills (PowerShell, Python, bash) to streamline repetitive tasks
• Multi-language capability (German language skills a plus)

Benötigte Skills ######

• Deutsch
• Englisch
• Azure
• Compliance
• ITIL
• Junior
• Senior
• SLA
• Support
• Ticketing
• Python
• Bash
• AWS
• Powershell
• Banken / Finanzgesellschaften
• Jira