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