Information Technology Service Desk

vor 3 Wochen

Basel, Basel-Stadt, Schweiz MCH Group Vollzeit

IT Service Desk Lead

The Service Desk is responsible for overseeing day-to-day service desk operations, ensuring prompt resolution of technical issues, and managing incident and request processes. The role demands leadership in harmonizing service desk activities across international teams while driving continuous service improvement and maintaining high levels of customer satisfaction.

Your responsibilities:

  1. Support 1st & 2nd level issues, guiding the team on escalations and best practices
  2. Lead the harmonization of global service desks into a unified International Service Desk
  3. Coordinate team schedules to ensure optimal coverage and timely resolution
  4. Foster team motivation, communication, and collaboration across IT units
  5. Maintain up-to-date documentation, operational guidelines, and troubleshooting material

Incident / Major Incident & Request Management:

  1. Oversee Incident and Request processes, ensuring effective resolution and timely coordination
  2. Enhance the IT service portal, streamline workflows, and drive continuous improvement
  3. Monitor incident handling, produce management reports, and lead root cause analysis
  4. Train IT teams on incident processes and ensure clear stakeholder communication throughout the lifecycle

Your profile:

  1. Experience as Service Desk specialist/Manager and/or Windows system engineer
  2. Worked in an international Service Desk
  3. Knowledge on Service NOW and ITIL is a must
  4. Strong knowhow on the windows / Mac environment
  5. Solid understanding of project management methodologies
  6. You bring a proactive mindset and enjoy diving into new areas of responsibility
  7. Excellent problem-solving abilities and a proactive mindset
  8. Excellent communication and interpersonal skills, capable of building strong relationships across all levels of the organization
  9. Fluent in English and German. French is a benefit

Who we are and what we offer:

MCH Group, with its head office in Basel, Switzerland, is an internationally active experience marketing company. We organise around 90 of our own exhibitions and guest exhibitions in Switzerland and abroad, including Art Basel, Swissbau and Giardina. Parts of our group are active in Dubai, Hong Kong, North America and Paris.

Our 800 or so colleagues appreciate the great flexibility in terms of working hours, home office and on-site presence. We also offer good social benefits & more.

If you have any questions or want to learn more about MCH Group, please contact Julie, Talent Acquisition Manager, at julie.mackerer@mch-group.com. (Please send us your application only via our application portal. Applications by e-mail and from intermediaries etc. will not be considered).

We look forward to getting to know you

#J-18808-Ljbffr

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