D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.
We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.
We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization.
We are focused on creating value where IT counts, join us!
Responsibilities:
- Continuously IT support and improving processes and services quality in all divisions/functions in Switzerland
- Provide the end-user and business manager with a comprehensive professional standard Service Support at optimal cost.
- Vital to control and improve the interface, dealing with service providers.
- Supports the End to End Service Management function in achieving the defined Service Levels and service fulfillments.
Service Request Management:
- Administrative partner to the telephone provider
- Ensure the provided information is accurate or provide clarification in case of any discrepancies
- Support users in usage of procedures and tools regarding ordering of telephone equipment, processes amp; procedures.
Service Escalation Management
- Handle any escalation regarding IT and Telephony service.
- Handle any escalation regarding service requests and incidents.
- Handle any escalation within the IT Service Desk processes.
- Escalation Point for telephony service supplier or internal telephony
Service Improvement and Consulting
- Support business units to find solutions for new requirements or non-standard support
- Feedback to divisions amp; business units as well to the Service and Operations Management on possible service enhancements
- Process Improvement
- Identify lack of knowledge at IT Service Desk in order to improve the Knowledge Database
- Identify and communicate areas of improvement (e.g. often escalated according to user feedback) to Service and Operations Management
- Project work
- Assistance in project work with knowledge and/or manpower.
Requirements
- English - Professional Working Proficiency
- German or any other language is an advantage
- Experience in Ticketing Tool (Service Now)
- Good Excel skills, incl. Viso advantage
- Capacity for teamwork - team player
- Communication skills
- Knowhow in telephony related areas an advantage
- Processes appreciation and willingness to learn quickly
- Very good negotiation skills
- Good Project /Time Management skills
- Knowledge in GxP environment is an advantage
Benefits
- Broad range of activities, tasks, and projects
- Flexible working conditions
- Minimum 5 weeks of vacation
- Paid sick days
- Meal vouchers
- Vouchers (B-day voucher, wedding, and new born surprise)
- Contributions to wellness programs (multisport card)
- Fishing for Friends program our referral program
- Refreshments in the D-ploy office
- Further development and professional advancement
- Friendly and international working environment
- Company-sponsored events
- Competitive salary and various benefits
Is IT in your DNA?