it service desk engineer in Zug

Emil Goetsch, Randstad HR Solutions
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job details

job type
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emil goetsch, randstad hr solutions
058 201 56 20

job description

As a Skilled Service desk engineer, you are the single point of contactfor the Head Office employees (end-users).

  • You have the drive to help end-users and see to it that their IT equipment is working well. You deploy, support and maintain in-house computer systems, desktops, IT infrastructure and peripherals in the corporate office and remotely giving assistance and support to all users. This includes installing, diagnosing, repairing, maintaining and upgrading all hardware, servers, networks, security systems and equipment while ensuring optimal workstation, laptops and systemperformance.
  • Your social skills are good, you are service-oriented and patient and you know how to deal with any irritations of end-users. You maintain the end-users trust, even in situations that you did not meet their expectations. You listen carefully, ask for their need, specific questions or bottlenecks, and be able to identify those well. You help the user by giving clear instructions and you are clear in what is possible and what is not possible.
  • You keep the registration up to date and ensure that things are carried out as agreed. You take action on your own initiative when matters do not meet the set of standards or when there is a risk that certain agreements will not be met and hold others to account. You know how to priorities your own work (and, if necessary, that of your colleagues), make decisions within the boundaries given and can argue your own choices.
  • You do everything in your power to keep your appointments and don't leave any unnecessary work for your colleagues. You know what to do when there is a lack of clarity. You are efficient in your way of working and you carry out the necessary checks yourself. You do not allow yourself to be distracted by pressure. You follow the procedures accurately and identify errors on time.
  • The registration and handling of tickets is part of the daily way of working. Tickets that cannot be handled by yourself, are forwarded to solution groups within the IT chain (these may be external parties). You inform end-users about the progress. Tickets (calls, hardware and software configuration, etc.) are adequately documented and recorded in ServiceNow.
  • Service requests for required IT tools are handled in accordance withSLA, in line with the planning and procedures
  • You act as the single point of contact for the end-user regarding IT resources and IT services. You specify, install, configure, test, and maintain the IT equipment. This can be on location or remotely. You are responsible for the continuity and quality of the end-user IT- equipment (hardware/software).
  • IT equipment (laptops, tablets, thin clients, printers, scanners, smartphones, etc.) is equipped with the most recent software releases (office and business applications), is adequately facilitated and complies with the LKQ guidelines and requirements.


Key Responsibilities:

  • Provide IT support in the broadest sense possible
  • Proactive and participative approach for solving 1st and 2ndlevel setup, handling, and operations issues for HOemployees (IOS, Android, OSX, Windows, Office 365, etc)
  • Manage and coordinate all HO related IT issues with highertier European IT support (IT SPOC)
  • Responsible for the readiness of use of all IT and technicalequipment
  • Responsible for IT MRE (Maintenance, Repair,Replacement)
  • Manage and train HO Admin Staff on changes to the companyIT/Software landscape
  • Manage support for related IT systems (e.g. timemanagement systems, key card systems, etc

Key and Desired Skills:

  • Technical and commercial education with further education in information technology
  • Proven work experience in a comparable position
  • (in-depth) Knowledge and understanding of the ITinfrastructure; user devices (hardware and software),network hardware (switches, routers, firewalls) and ITsecurity systems as well as operating systems, businessapplications, printing systems and cybersecurity basics
  • Excellent know-how of common IT tools (IOS, Android,Windows, Microsoft 365, etc.)
  • Knowledge and understanding of the principles of ITIL andprocess management
  • Experience with ServiceNow
  • Strong ability to set up new equipment and upgradingexisting systems
  • Proactive and participative approach for solving operationalissues
  • Very good communication skills in English and German
  • Customer and team-oriented personality
  • Well organized, proactive and self-motivated
  • Driving license Cat. B

Grab the unique opportunity to be part of a great company and apply today: I am happy to guide you through the recruitment process. Emil