Support & Service Delivery

• Provide end-user support for company-supported computers, applications, and platforms.

• Offer on-site support primarily in Zürich (Townhouse Office) and global remote support in coordination with the Support Specialists Squad in Grenchen/La-Chaux-de-Fonds.

• Ensure timely and quality service delivery to end users when fulfilling requests or resolving incidents.

• Improve overall end-user satisfaction by delivering a consistent customer experience and addressing any challenges or issues promptly.

Request & Incident Management

• Act as the initial point of contact for end users seeking services or technical assistance via tickets, emails, Teams, phone calls, or direct interaction.

• Process requests and incidents from end users.

• Provide follow-up updates to end users regarding status and information, and document events and incident resolutions in the tickets.

• Deliver accurate information to end users about Digital & Technology (D&T) products or services.

• Escalate unresolved requests or incidents to appropriate technical resources (2nd/3rd level support, third parties) or application teams (eg, SAP and sales applications).

• Communicate any feedback or suggestions from end users to the relevant internal team.

Device & Account Management

• Install and configure End User Computing devices and software (including laptops, desktops, iPads, iPhones, and phones).

• Create and modify accounts for new and existing employees.

Infrastructure & Troubleshooting

• Perform first-level Digital & Technology Infrastructure tasks and activities.

• Conduct local and remote troubleshooting using diagnostic techniques and relevant questions for hardware, software, network, access issues, and Audio/Video conferencing rooms.

• Determines the optimal solution based on the issue and details provided by end users.

• Guide users through the problem-solving process

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