Senior IT Service Desk Supporter (m/w)

Das ist der Job

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 escape 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 elevate vendor performance issues internally Process you see what needs doing and do it Autonomous: Comfortable making decisions and owning your work Takes initiative: You spot problems before they elevate 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) #J-18808-Ljbffr

Darum lohnt es sich

Location: Zurich, hybridWorkload: Full-time We’re seeking an exceptional Senior IT Service Desk Analyst to join our Service and Support team. 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.

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.