Onsite Support Administrator providing technical support for DISA operations and systems migration. Collaborating with users to resolve technical issues and enhance customer satisfaction.
About the role
- IT Service Administrator managing service requests and dispatching hardware for Swiss clients. Overseeing high-quality service delivery across multiple locations in collaboration with technicians.
Responsibilities
- Manage daily RITM and incident tickets in ServiceNow.
- Operate the dispatching queues: IMAC, Deployment, Incidents.
- Process catalogue tasks (CTSK), assign work, and follow workflow steps.
- Schedule appointments for new hires, hardware refreshes, and hardware returns.
- Coordinate technician availability via booking and site-specific calendars.
- Follow different procedures depending on user location.
- Use predefined shortcuts, templates, and Excel workflows to manage reminders and communications.
- Communicate with users via email, Teams, and calls to resolve issues or guide them through processes.
- Manage hardware returns, refresh cycles, and device handovers.
- Check user and device information using ServiceNow, ISS, CMT, Tachyon.
- Support device troubleshooting and initial incident investigation.
- Assist external workforce hardware validation and requests.
- Prepare hardware and access for new hires.
- Validate employee or external worker information with HR and hiring agencies.
- Ensure complete offboarding and return of company assets.
- Request approvals from managers or specialist teams where necessary.
Requirements
- English, professional working proficiency
- German, or any other language, is an advantage
- Experience in IT service delivery, dispatch coordination, or ServiceNow operations.
- Strong customer service and communication abilities.
- High organisational skills and ability to manage multiple tasks.
- Experience with ServiceNow, device management tools (CMT/Tachyon), or similar platforms.
- Ability to follow structured workflows and multi-step processes.
- Problem-solving mindset and attention to detail.
- Proactive and collaborative team player
- Strong sense of responsibility and ownership
- Ability to adapt to new processes and workload changes
- Calm and professional under pressure
- Candidates must provide a Criminal Record (not older than 3 months)
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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