Job Description
Support and Service Delivery
As a key member of our team, you will provide end-user support for company-supported computers, applications, and platforms. Your primary responsibility will be to ensure timely and quality service delivery to end-users when fulfilling requests or resolving incidents.
Key Responsibilities:
* Provide end-user support for company-supported computers, applications, and platforms.
* Offer on-site support primarily in Zürich (Townhouse Office) and global remote support in coordination with the Support Specialists Squad in Grenchen/La-Chaux-de-Fonds.
* Ensure timely and quality service delivery to end-users when fulfilling requests or resolving incidents.
* Improve overall end-user satisfaction by delivering a consistent customer experience and addressing any challenges or issues promptly.
Request and Incident Management
You will act as the initial point of contact for end-users seeking services or technical assistance via tickets, emails, Teams, phone calls, or direct interaction. Your responsibilities will include:
* Processing requests and incidents from end-users.
* Providing follow-up updates to end-users regarding status and information, and documenting events and incident resolutions in the tickets.
* Delivering accurate information to end-users about Digital & Technology (D&T) products or services.
* Escalating unresolved requests or incidents to appropriate technical resources (2nd/3rd level support, third parties) or application teams (e.g., SAP and sales applications).
* Communicating any feedback or suggestions from end-users to the relevant internal team.
Device and Account Management
Your responsibilities will also include:
* Installing and configuring End User Computing devices and software (including laptops, desktops, iPads, iPhones, and phones).
* Creating and modifying accounts for new and existing employees.
Infrastructure and Troubleshooting
You will perform first-level Digital & Technology Infrastructure tasks and activities, including:
* Conducting local and remote troubleshooting using diagnostic techniques and relevant questions for hardware, software, network, access issues, and Audio/Video conferencing rooms.
* Determining the optimal solution based on the issue and details provided by end-users.