IT Workplace Services Professional
For our Medical Devices client in Zug, we are currently looking for an IT Workplace Services Professional. The team deals directly with customer inquiries and problems relating to Windows, Apple Mac, and iOS devices. The position is basically between 1st and 2nd level support, with a focus on 2nd level support.
The perfect candidate exhibits a Lean-Agile Mindset and working knowledge of the ITIL v3 processes in IT service delivery. Additionally, we are looking for someone who speaks fluent English and has experience with ticketing systems and troubleshooting hardware, software, and mobile devices.
Tasks & Responsibilities:
1. Acting as a digital enabler for our business colleagues & functions.
2. Driving employee productivity through consultancy, providing intimacy and site proximity at the sites, and ensuring a personalized employee experience.
3. Leveraging available data (e.g., Nexthink, SNOW) for proactive support.
4. Supporting and managing the Incident / Request management processes to ensure Service Level Agreements are met and driving continuous improvement through trend analysis.
5. Managing IT hardware lifecycle management & deskside support processes / managed services for the site.
6. Providing support & guidance for onsite services (e.g., events and meetings) by leveraging internal and external providers.
7. Driving the user experience and promoting best practices.
8. Enabling standard workplace infrastructure, global/local projects, and deployments in collaboration with product teams.
9. Proactively addressing and following through on process-improvement ideas.
10. Supporting local audit, inspection, and certification requirements.
11. Supporting local Business Continuity and IT Disaster Recovery planning activities.
Must Haves:
1. Excellent working knowledge of the ITIL v3 processes in IT service delivery.
2. Experience with ticketing systems and troubleshooting hardware, software, and mobile devices.
3. Enterprise mindset that can break down silos.
4. Focus on delivery through collaboration and bringing people together to work towards the same purpose across organizational boundaries.
5. Exhibits intellectual curiosity and integrity and has a strong passion for innovation.
6. Understanding of the supported operating systems, devices, and applications, including the Google Suite of Applications, MS Office, etc.
7. Solid written and oral communication skills in English; German is a plus.
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