Client Services Specialist

My client is a small, internationally acting and agile service provider who customizes solutions to clients in all IT-related fields. Their attractive and modern office is based in the city of Zurich. On their behalf I am looking to find a new team member in the role of a 

Client Services Specialist

In this challenging role you will provide hands-on support to users & are responsible for resolving technical and service support requests. This position plays a critical role in the deployment of Desktop/Laptop Computers, Monitors, Printers, and various endpoint devices providing world-class support for the clients.  

As the new team member you will work in a dynamic environment that provides services over the phone, e-mail, monitoring system, in-person, etc. You should be highly motivated and a team player with the ability, correct attitude, and agile enough to manage a fast-changing environment. You should be able to promote positive customer relations by making sure that the team as a whole, provide prompt, courteous, and efficient service to various customers.

Responsibilities

• Ensure effective ongoing support for all systems in use
• Take ownership of issues by carrying out problem diagnosis and analysis with the goal of restoring critical services to the business and/or end-user as swift and with minimal downtime as possible
• Design and deploy desktop, laptop and other endpoint configurations which support the organization’s objectives and strategic plans
• Manage desktop platforms and related peripherals to provide optimal availability and cost-efficiency
• Research technologies and test their potential benefit to the organization
• Take ownership of cases, ensure escalation procedures are followed until resolution
• Timely and accurately update documentation, knowledge base, ticketing system, and/or various IT tools
• Diagnose and resolve hardware and software tickets, including but not limited to Windows/Mac, Citrix, iOS and Android Devices
• Maintain printers, copiers, devices and all other IT related equipment
• Attention to detail with thoroughness and a strong work ethic is required
• Strong personal commitment to quality and customer service
• Maintain high-level customer service ensuring all users are treated in an effective, courteous, and professional manner at all times

Requirements

• Degree in IT/Computer Science/InfoSec or any IT related Course
• ITIL Certification V3 is an advantage
• 3+ years of IT Desktop/Helpdesk support experience
• Client based & Shared services application experience is a plus but not required
• Understanding network topology and network infrastructure is an advantage
• Experience Microsoft Active Directory and M365 would be advantageous
• Previous experience using the ITSM tool is an advantage
• Good knowledge of interactions/integration and technical troubleshooting with various desktop/endpoint, printers, etc
• Exceptional analytical and problem-solving skills
• Strong oral and written communication skills in English and German (both mandatory)