Expert Technician at the IT Service Desk - 100%

About the job

Company Description

With more than 13,000 employees representing 160 professions, the Geneva University Hospitals are a nationally and internationally recognized institution. To learn more about our institution, take a few minutes to view our 2025 retrospective by clicking  here .

The  Digital Transformation and Augmented Intelligence Directorate (DTN-IA)  creates, integrates, and manages all IT applications of one of the most efficient hospital information systems to support the clinical and logistical activities of the Geneva University Hospitals. With a fleet of more than 12,500 workstations, 1,300 servers for over 250 applications serving all staff, available 24/7, the DTN-IA manages an HR information system for the 13,000 employees of the HUG and 7 other Geneva institutions, as well as a high-performance ERP for the most complex logistical and financial processes.

The DTN-IA creates a state-of-the-art electronic patient record and contributes to the HUG's reputation thanks to recognized functional richness and close collaborations with all healthcare professionals and their transversal management. Furthermore, the DTN-IA integrates cutting-edge and everyday biomedical equipment as well as specialized applications for all medical-technical platforms.

The mission of the DTN-IA is to support daily activities and build the future of a modern and efficient hospital, according to the institution's strategic axes, relying on best practices and the most demanding standards.

Job Description

In your role as a technician within the Service Desk, you support people facing difficulties related to the use of IT tools. The Service Desk handles an average of 1,000 calls per week.

Your expertise and customer service skills allow you to propose efficient solutions aimed at optimizing the daily experience of users while ensuring meticulous follow-up of incidents until resolution or escalation to specialists.

Your scope of action includes analyzing, tracking, and resolving incidents and support requests from various sources such as phone requests, instant messaging, emails, or the self-service portal. Thanks to your customer orientation, you remain calm and listen attentively to users to provide the best possible information. You ensure to simplify technical terms and adapt your communication according to your interlocutor.

In addition to handling incidents and relying on your expertise, you regularly manage coordination tasks during service outages, such as communication with various stakeholders (alert management, creation of telephone greeting messages, information exchange with DTN-IA teams, the Service Desk team, and management) and support for incident resolution until normal service is restored. During these incidents, you maintain your composure and can prioritize your actions thanks to your overall vision.

You occasionally perform back-office tasks to optimize and improve Service Desk processes with a continuous improvement approach, such as creating simple automation or self-remediation scenarios (e.g., Chatbot, remediation scripts).

Additionally, you may be called upon to contribute to administrative tasks related to access rights management.

Your responsibility also includes regularly updating ITSM (Information Technologies Service Management) data, in accordance with best practices established by the DTN-IA to ensure consistency and compliance of information. You strive to keep this data accurately up to date. This includes regularly updating or creating articles in our knowledge base intended for both technical services and users.

You join a team of nine people, promoting knowledge sharing and mutual support. You participate in both internal and external training to maintain and develop your expertise. Moreover, you commit to continuously informing yourself about the services offered by the DTN-IA.

Qualifications

You hold at least a Federal VET Diploma (CFC) as an IT technician or an equivalent qualification complemented by a Windows 11 certification or Service Desk expertise certification. You have at least five years of experience in a similar role, ideally acquired within a large company in an ITIL and DEVOPS context.

You demonstrate autonomy, rigor, precision, and excellent organization. You also have strong interpersonal skills including ease of contact and a service mindset with great listening, empathy, and adaptability to meet the needs of your interlocutors. You work as part of a team and share your knowledge. You have a good overall vision and understand the functioning of the Service Desk and the DTN-IA as a whole. At all times, you remain calm and ensure optimal incident handling.

You have very good knowledge of the Microsoft Windows 11 environment, with Microsoft certifications being an asset. You use CMDB and incident management tools and ideally use ServiceNow.

You have significant experience in task and process automation thanks to good knowledge of PowerShell and/or JavaScript scripting.

You know the principles and tools of Windows and network administration such as Active Directory, DHCP, and DNS.

If you know and apply the KCS methodology in knowledge management or hold a "KCS Fundamentals" certification, this is an asset.

Having completed a "Adopt Service Desk Best Practices" training or equivalent is recommended.

You also demonstrate good writing skills in French for incident management and associated documentation.

Additional Information

You can work night and weekend shifts and participate in an on-call service.

• Start date: 01.05.2026
• Number of positions: 1
• Activity rate: 100%
• Job class: 12
• Contract: 1-year renewable fixed-term contract (01.05.2026 to 30.04.2027)
• Application deadline: 17.03.2026
• Contact for information: Mr. D. Héritier, Service Desk Manager, tel. 079 553 29 73

Your application file must include a motivation letter, your CV, copies of diplomas and certificates required for the position, and the last 2 work certificates.

This announcement is addressed equally to women and men.

Wishing to engage in the fight against unemployment, the HUG encourages applications coming from the Cantonal Employment Office.

Only applications submitted via the recruitment platform will be considered. Paper and email applications will not be processed.