Helpdesk Technician

working at our client, the Office for Informatics of the Canton of Zurich (AFI).

• Participating in first-level support
• Receiving all requests from internal and some external customers by phone, email and web
• Conducting initial analysis and initiating possible solutions within the incident management process
• Escalating issues to the appropriate specialists

Mr. Dietschi has deep technical knowledge, which he applies effectively and successfully in practice. He impresses our customers and business partners with his clear and structured communication and expert rhetoric. He quickly grasps complex issues, analyzes them thoroughly, and always develops solid strategies and solutions tailored to specific customer and project needs and market developments.

Mr. Dietschi takes every opportunity for professional development seriously and succeeds in expanding his skills. He shows strong initiative and fully commits to his tasks and to the company, demonstrating great enthusiasm.

Even under heavy workload and high pressure, he exceeds our expectations. His work is always well planned, efficient, and results-oriented. He finds and implements very effective solutions for challenging problems and consistently delivers excellent results with the independence this role requires.

With his logical and analytical thinking, Mr. Dietschi makes balanced and accurate judgments even in difficult situations. His quick comprehension lets him stay on top of new developments and assess their impact.

We have always been very satisfied with Mr. Dietschi’s performance. His conduct with managers and colleagues is exemplary and loyal. He interacts with our partners and customers confidently and professionally, adapts flexibly to their needs, and ensures high customer satisfaction through persuasive advice and proactive support.

Initially in the "Deskside Support Zurich Sihlcity" department of Technology Infrastructure Services, and from August 1, 2012, in the "Microsoft Technical Support Zurich" team.

• Ensuring continuous operation of deployed hardware
• Point of contact for system specialists across all IT platforms at Credit Suisse AG
• 2nd- and 3rd-level support for standard applications and user-specific software
• Phone, remote, and onsite IT support for desktop and laptop users at 2nd and 3rd levels
• Identifying hardware faults and monitoring LAN availability
• Advising and assisting in incident resolution for all IT issues
• Special assignments for non-standard processes

We are pleased to attest that Mr. Dietschi is an independent, reliable, and highly committed employee with strong analytical and networked thinking skills. He has quick comprehension and extensive IT expertise. We especially note his ability to handle complex requests. He worked efficiently, purposefully, and with strong customer focus, delivering consistently excellent results that met our high standards qualitatively and quantitatively.

We found Mr. Dietschi to be motivated, dynamic, and innovative, with strong negotiation skills and flexibility. His pleasant, open, and helpful personality made him equally popular with everyone. His conduct with clients, supervisors, and colleagues was always friendly, courteous, and correct.

Working in Customer Care, Center of Competence, Customer Support.

• Answering customer inquiries by phone and/or in writing using checklists, knowledge databases, or by consulting technical specialists
• Escalating inquiries that cannot be answered directly to technical specialists
• Mentoring new employees at their workstation
• Assisting with ticket handling (ADSL outages) and email requests
• Providing internal training on narrowband and broadband
• Setting up and configuring training rooms for new staff
• Participating in IP Phone (Internet Protocol Telephony) projects

Over many years of collaboration, we found Mr. Dietschi to be engaged and competent, with extremely precise and reliable work methods. He has extensive professional experience, broad expertise, and very quick comprehension. He is committed to ongoing training to meet future technical requirements. Thanks to his strong independence and dependability, he delivered excellent performance and always met deadlines.

Notably, he often worked beyond normal hours. In problem solving, he balanced theory and practical feasibility optimally. He stood by his opinions and did not avoid difficult conversations. He was reliable and responsible.

His friendly and collegial attitude earned him high regard from supervisors and coworkers. His strong dedication won him recognition and appreciation from clients, staff, and management. He earned our full trust.

• Transmitting and verifying customer orders to couriers by radio
• Responsible for order pickups by 80 couriers
• Planning courier routes
• Training new dispatch agents
• Creating statistics on courier pickups
• Assisting in operations as needed

We were very satisfied with Mr. Dietschi’s performance. He proved to be conscientious, efficient, and competent. Personally, he was very helpful and collegial, showing great team spirit, flexibility, and readiness to assist other departments. His conduct with supervisors, colleagues, and customers was always friendly and correct.

• Picking up and delivering important business documents and packages for customers in Zurich
• Handling simple customs clearance at Zurich Airport
• Excellent city and customer knowledge
• Registering, checking, and processing shipments in our distribution hub
• Handling shipments and using the laser scanner properly during pickups and deliveries