Service Desk Specialist

Service Desk Specialist

Building the bank of tomorrow takes more than skills. It means combining our differences to imagine, discuss, code, develop, test, learn… and celebrate every step together. Share our vibes? Join Swissquote to unleash your potential.

We are the Swiss Leader in Online Banking and we provide trading, investing and banking services to +500'000 clients, through our performant and secured digital platforms.

Our +1000 employees work in a flexible way, without dress code and in multicultural teams. By having a huge impact on the industry, they are growing their skills portfolio and boosting their career in a fast-pace environment.

We are all in at Swissquote. As an equal opportunity employer, we welcome candidates from all backgrounds, experiences and perspectives to join our team and contribute to our shared success.

Are you all in? Don't be shy, apply!

Job Description

User Support

• Provide first-line support to PC users (workstation setup, peripherals, account access, printing services, network connectivity, Microsoft Office applications)
• Ensure telephony and front-desk duties according to Service Desk opening hours 7:30-18:00
• Deliver clear instructions and communicate effectively with non-technical users

Incident & Request Management

• Perform initial troubleshooting and provide timely solutions
• Escalate incidents when necessary and follow up until resolution
• Classify, process and document all requests and incidents in the ticketing system (ideally Jira Ticketing System) with accurate and complete information
• Ensure regular updates to users, maintaining transparency and communication at all stages

Knowledge & Asset Management

• Contribute to the maintenance and improvement of the knowledge base with clear, structured and practical solutions (Confluence Eureka)
• Record hardware movements (delivery/return of laptops, phones, peripherals) and keep asset information up to date
• Support onboarding and offboarding processes for new employees

Qualifications

Technical Requirements

• Minimum of 2 years of verifiable experience in a Service Desk or IT Support role
• Proven ability to independently open, manage and close tickets using a standard ITSM/ticketing system
• Solid knowledge of Windows 10/11 administration and troubleshooting
• Basic understanding of computer networks (VPN, Wi-Fi, connectivity troubleshooting)
• Hands-on experience with Active Directory / Entra ID
• Strong familiarity with Microsoft 365 (Outlook, OneDrive, Teams) including installation and basic administration
• Good documentation skills for recording activities, solutions and updates

Required (at least one):

• CompTIA A+
• Microsoft Certified: MD-100 / MD-102 (Windows Client)
• Swiss Federal VET Diploma in IT (CFC/EFZ) or equivalent recognized qualification

Preferred:

• ITIL Foundation Certificate (understanding of Incident & Request Management)
• CompTIA Network+ (basic networking knowledge)
• Microsoft 365 Certified: Fundamentals (MS-900)

Soft Skills & Personal Qualities

• Strong sense of service and professional work ethic
• Excellent communication skills and ability to provide clear explanations
• Team-oriented mindset combined with autonomy and accountability
• Attention to detail and ability to follow procedures
• Willingness to learn and adapt in a dynamic environment

Languages

• Fluent in German and English (mandatory)
• Basic knowledge of French is required for understanding common support requests and interacting with French-speaking collaborators
• Additional French proficiency is considered an advantage