Senior IT Service Analyst 2nd level

Job Title: Senior IT Service Analyst (2nd Level Support)

Location: Basel, Switzerland

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Job Title: Senior IT Service Analyst (2nd Level Support)

Location: Basel, Switzerland

Start Date: May-July 2025

Contract Duration: 24 months (with potential extension)

Workload: 100%

On-Call Support: Required

About the Role:

We are looking for a skilled and motivated Senior IT Service Analyst to join our Information Technology Services team. In this role, you will provide high-quality 2nd-level support for internal and external users, ensuring smooth operations across client hardware, virtual meeting tools, and IT service delivery.

Key Responsibilities:

• Provide 2nd-level support for IT incidents and service requests (remote and in-person)
• Troubleshoot and support virtual meetings and multi-functional devices
• Assist users directly via walk-up service counters
• Manage client hardware (installations, staging, repairs, and inventory)
• Perform application software testing and coordinate with external service providers
• Maintain knowledge base articles and follow ITIL best practices
• Support high-level meetings and provide VIP/Senior Management assistance as needed
• Participate in on-call rotation and out-of-hours support

Required Skills & Qualifications:

• Proven experience in IT client hardware support and 2nd-level service operations
• Familiarity with incident management, ITIL standards, and performance monitoring
• Experience with Active Directory and CompTIA A+ certification
• Strong communication skills for end-user and senior stakeholder interaction
• Willingness to work on-call and outside regular hours as required

Nice to Have:

• Experience with ITSM tools (e.g., ServiceNow)
• Certifications in Azure AD, ITIL Foundation, or Microsoft Windows OS