ICT Service Desk Agent

at  Implenia Deutschland GmbH

Als führender Schweizer Bau- und Immobiliendienstleister entwickelt, realisiert und bewirtschaftet Implenia Lebensräume, Arbeitswelten und Infrastruktur für künftige Generationen in der Schweiz und in Deutschland. Zudem bietet Implenia in weiteren Märkten Tunnelbau- und damit verbundene Infrastrukturprojekte. Das Unternehmen fasst das Know-how aus hochqualifizierten Beratungs-, Entwicklungs-, Planungs- und Ausführungseinheiten unter einem Dach zu einem integrierten, multinational führenden Bau- und Immobiliendienstleister zusammen und beschäftigt europaweit rund 9‘000 Mitarbeitende. Weitere Informationen unter implenia.com.

YOUR SKILLS

• You have completed an IT apprenticeship EFZ or an equivalent apprenticeship
• You have many years of experience in the service desk (at least 3 years), preferably in a large company
• You have knowledge and experience in IT service management tools in the area of incident and service requests, ideally with ServiceNow
• You are fluent in written and spoken German and English
• You work independently and in a structured manner

• You are the first contact person for IT enquiries, are available to our 1st-level support staff and take calls in German and English
• You will be responsible for the preliminary analysis, processing and rectification of incident reports and enquiries.
• In the case of complex technical enquiries, you forward the corresponding tickets to our specialist groups and are in regular contact with the respective teams.
• You ensure that the necessary information is properly recorded and classified for each process.
• You record and process any orders from the Implenia webshop and forward them accordingly
• You inform users about faults and operational messages
• You create knowledge base articles
• The opportunity to participate in exciting IT projects and continuous further development in current IT topics
• With 10-20% of your activities you support our Onsite Support in Opfikon. (Support for IT kiosk and VIPs)
• Supervision of Implenia apprentices (KV and IT apprentices) at the service desk