Job Responsibilities
1. You are the first contact person for IT enquiries, available to our 1st-level support staff, and handle calls in German and English.
2. You are responsible for the preliminary analysis, processing, and rectification of incident reports and enquiries.
3. For complex technical enquiries, you forward the tickets to our specialist groups and maintain regular contact with the respective teams.
4. You ensure that all information is properly recorded and classified for each process.
5. You record and process orders from the Implenia webshop and forward them accordingly.
6. You inform users about faults and operational messages.
7. You create knowledge base articles.
8. You have the opportunity to participate in exciting IT projects and engage in continuous development on current IT topics.
9. You support our Onsite Support team in Opfikon with approximately -% of your activities, including support for IT kiosks and VIPs.
10. You supervise Implenia apprentices (KV and IT apprentices) at the service desk.
Minimum Requirements
* You have completed an IT apprenticeship EFZ or an equivalent qualification.
* You possess many years of experience in the service desk (at least 3 years), preferably in a large company.
* You have knowledge and experience with IT service management tools in incident and service request management, ideally with ServiceNow.
* You are fluent in written and spoken German and English.
* You work independently and in a structured manner.
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