Qualifications
Key Responsibilities:Service Request & Queue ManagementOversee daily RITM and incident tickets in ServiceNow.Manage dispatching queues: IMAC, Deployment, Incidents.Process catalogue tasks (CTSK), assign work, and adhere to workflow protocols.Schedule appointments for new hires, hardware refreshes, and returns.Coordinate technician schedules using booking and site-specific calendars.Implement varied procedures based on user locations.Utilize predefined shortcuts, templates, and Excel workflows for efficient management of reminders and communications.Engage with users through email, Teams, and phone calls to resolve issues or guide them through processes.Hardware & Asset CoordinationOversee hardware returns, refresh cycles, and device handovers.Verify user and device information via ServiceNow, ISS, CMT, and Tachyon.Assist with device troubleshooting and initial incident investigations.Support external workforce hardware validation and requests.Onboarding & Offboarding SupportPrepare hardware and access for new hires.Validate employee or external worker information with HR and hiring agencies.Ensure thorough offboarding and return of company assets.Request necessary approvals from managers or specialist teams.
About the job
D-ploy is a leading provider of IT and Engineering Solutions across the EMEA region, including Switzerland, Germany, the Czech Republic, Austria, the UK, and the USA.
We are dedicated to delivering innovative and high-quality services and solutions to a diverse range of industry-leading clients. By fostering strong relationships and trusted partnerships within the IT community, we enhance our clients' IT productivity and significantly contribute to their organizational success and value.
We are currently on the hunt for an enthusiastic IT Service Administrator to bolster IT operations for one of our esteemed Swiss clients. This dynamic role merges service request management with hardware dispatch responsibilities, including appointment scheduling, refresh cycles, and workflow coordination. You will oversee multiple queues, liaise with users and technicians, and ensure unparalleled service delivery across various Swiss locations. If you're ready to create impactful value in the IT sector, we want to hear from you!
About d-ploy
D-ploy is a forward-thinking IT and Engineering Solutions company with a strong presence across the EMEA region, including key markets in Switzerland, Germany, the Czech Republic, Austria, the UK, and the USA. We are renowned for our commitment to excellence and our ability to deliver tailored solutions that meet the unique needs of our clients.