Senior Service Desk Collaborator

Bern, Switzerland \| 80-100% (job sharing possible) Your contribution <br /> • Guarantee a stable and high-quality ICT helpdesk service, as well as monitor Incidents and Service Requests until their final resolution, ensuring a highly qualitative service. • Coordinate and manage the problem management process, including the analysis of recurring failures, as well as developing long-term solutions for proactive operational improvement. • Escalate and coordinate complex and operationally relevant Incidents and problems to the competent departments, suppliers, or second-level support. • Organize and chair cross-functional coordination meetings with specialist departments, support services, and partners in order to resolve the causes of problems. • Record, classify, and document relevant information, as well as contribute to quality assurance and the optimization of support processes. <br /> What distinguishes you <br /> • Completed professional training as an IT specialist (CFC) or basic technical or commercial training with continuous training in the IT sector. • At least 5 years of professional experience in the sector, with deep specialist expertise in the field of helpdesk and Service Management. • Service-oriented and communicative person who enjoys collaborating with different target groups. • Future-oriented person, inclined towards innovation and willing to design and implement sustainable improvements together with a motivated team. • Strong personal motivation, high performance standards, and great attention to objectives and results. • Good active written and oral knowledge of two official languages and passive knowledge of a third language. Knowledge of English is an advantage. <br /> In summary The SECO Labor Directorate is the Confederation's competence center for major issues relating to labor market policy, placement, unemployment insurance, and labor market statistics. The IT sector manages the digitalization of business processes, as well as the functioning of business applications for our insured clients and partners. The Senior Service Desk Agent plays the role of Problem Manager within the scope of IT service management (ITSM) and deals with preventing recurring failures or minimizing their consequences. Their main task consists of identifying the root causes of incidents, developing lasting solutions, and thus guaranteeing the stability of the ICT infrastructure. For this position, we are looking for a proactive person with a strong sense of responsibility, acute analytical spirit, excellent communication skills, and solid technical skills. What we offer <br /> • Working for Switzerland We strive for the successful Swiss model and work for the well-being of the population. • Experiencing diversity The implementation of equal opportunities allows us to best express our skills and contemplate different points of view. • Fit in the workplace We provide support and advice to our employees on the topic of physical and mental health. All benefits (https://www.stelle.admin.ch/stelle/it/home/bundesverwaltung/ihre-vorteile-auf-einen-blick.html) <br /> The State Secretariat for Economic Affairs (SECO) is the Confederation's competence center for all matters relating to economic and labor policy and is integrated into the Federal Department of Economic Affairs, Education and Research (EAER). SECO operates to open free access to goods, services, and investments to all markets. SECO's commitment to the fight against poverty is implemented within the framework of economic development cooperation. SECO defines economic and trade policy measures for the benefit of developing countries, countries in Eastern Europe and Central Asia, as well as new member states of the European Union (EU). Complementary information Please apply via our application management system (complete dossier with motivation letter, CV, work certificates, and diplomas). To this end, click on <<Apply>>. Questions about the workplace Barbara Driscoll +41 58 46 61287