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 primarily involves 2nd level support, with a focus on troubleshooting and resolving technical issues.
The ideal candidate exhibits a Lean-Agile mindset and has working knowledge of ITIL v3 processes in IT service delivery. Fluency in English is required, and experience with ticketing systems, as well as troubleshooting hardware, software, and mobile devices, is essential.
Tasks & Responsibilities Act as a digital enabler for our business colleagues and functions, driving employee productivity through consultancy, providing proximity at sites, and ensuring a personalized employee experience.
Leverage available data (e.g., Nexthink, SNOW) for proactive support.
Support and manage incident/request management processes to meet Service Level Agreements and drive continuous improvement through trend analysis.
Manage IT hardware lifecycle and deskside support processes, including managed services for the site.
Provide support and guidance for onsite services (e.g., events and meetings) by coordinating with internal and external providers.
Drive user experience improvements and promote best practices.
Support and enable standard workplace infrastructure, participate in global/local projects, and assist with deployments in collaboration with product teams.
Proactively address and implement process improvement ideas.
Support local audits, inspections, and certification requirements.
Assist in local Business Continuity and IT Disaster Recovery planning activities.
Must-Haves Excellent working knowledge of ITIL v3 processes in IT service delivery.
Experience with ticketing systems and troubleshooting hardware, software, and mobile devices.
Enterprise mindset focused on collaboration, breaking down silos, and delivering results across organizational boundaries.
Strong intellectual curiosity, integrity, and passion for innovation.
Understanding of supported operating systems, devices, and applications, including Google Suite and MS Office.
Solid written and oral communication skills in English; German is a plus.
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