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