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