IT User Service Support

IT User Service Support – technical support, desktop support, Windows/Mac OS and GSuite, English and
German

Role:
For our client in the Pharma industry based in Basel/ Kaiseraugst we are looking for a IT User Service
Support.

We are seeking technically perceptive candidates with excellent interpersonal skills for the Technical
Support position. Technical support staff troubleshoot technical issues, provide timely customer
feedback, and have other responsibilities. In addition, technical support associates must speak directly
with customers and prepare written documentation, which requires excellent written and verbal
communication.

The perfect candidate: We are looking for a candidate who either has two years of work experience in
technical support/desktop support or someone with a finished apprenticeship in information technology
combined with at least 1 years of technical support or similar. We need someone with ServiceNow
experience and Gsuite Applications.

Areas of responsibility:
* Identifying hardware and software problems
* Troubleshooting technical problems
* Install and configure hardware and software
* Talking with customers to capture problems in the best way possible
* Clean documentation of procedures
* Guiding customers through a series of actions to resolve a problem
* Providing documents and training materials to customers
* Proactive Support
* Onsite Support
* Further develop Delivery & Opt. squad tasks and processes with the goal of reducing complexity
* Make processes more efficient (Lean), automate processes while maintaining a high level of
customer satisfaction

Professional and technical requirements:
* Finished apprenticeship in information technology or similar or 2+ years of experience in technical
support or desktop support
* Min. 2+ years of experience in technical support, desktop support or similar role
* Proficiency with Windows/Mac OS and GSuite Applications
* Experience with remote desktop applications and help desk software (e.g. Bomgar and ServiceNow)
* Experience in Hardware support
* Fluency written and verbal communication in English and German is a MUST
* Attention to detail and good problem solving skills
* Excellent interpersonal skills and who is proactive and willing to work
* Team player
* Able to set priorities
* Analytical way of thinking an advantage
* Reliable personality
* Proactive listener and solution presenter

Nice to Haves:
* Knowledge of Agile working methods Scrum/ SAFe an advantage
* Attention to detail and good problem-solving skills

Reference no: 921416 AD
Role: IT User Service Support
Industry: Pharmaceutical industry
Workload: 100%
Location: Basel/ Kaiseraugst, Switzerland
Start date: asap
Duration: 12 months contract, with possible extension

About us:
ITech Consult is a certified ISO 9001:2015 Swiss company with offices also located in Germany and
Ireland. ITech Consult is specialised in delivering IT candidates for contract work. We were founded in
1997 by IT professionals; hence we well understand what it means to be professionally supported in your
search for a new project and being employed.