Job purpose
We search for an enthusiastic and pro-active employee to join our onsite IT Infrastructure Service Desk team. You’ll provide day-to-day technical and administrative support for end user hardware, software and project-based support while attending to incident requests including maintaining the IT infrastructure at the Corporate Head-office.
Joining an existing team, you will provide routine, technical support & maintenance for Windows based desktops, laptops, peripherals, telecom and network systems including hardware, application software, operating systems and connectivity. Your responsibilities will include troubleshooting hardware and software issues with documented resolution as needed in addition to installing, configuring, and updating end-user desktop and laptop software with support as needed. You will ensure that the Dufry Global Service Desk and/or end user is provided with regular progress updates until resolution is confirmed.
Your main responsibilities
Provide Level 1 and Level 2 support to the Basel headquarters office, external partners and Visitors through a combination of desk-side support and remote engagement
Set up, troubleshoot and resolve end user device issues support (i.e. desktops, screens, printers, docking stations, VPN, telephony, meeting room equipment, etc.)
Troubleshoot/resolve network and Wi-Fi connectivity issues
Escalate to appropriate next-level resources where required
Provide excellent communications and support to the Team, User and Global Service Desk on open issues
Perform and document initial diagnosis of issues within the Service Now ticket followed by formulating and executing a resolution plan
Meet the service levels for ticket requests, assess and prioritize incidents while investigating & resolving critical incidents
Develop and maintain strong relationships through effective, timely communication and meet deadlines
Take initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner
Undertake IT Administrative tasks as directed (lifecycle management, etc.)
Manage the IT Stockroom through the stockroom management process in ServiceNow
Perform weekly , and monthly tests of the IT infrastructure
Create, and update proper documentation of the IT Infrastructure in the Headquarter (Network, Printers, Meeting Rooms, etc.)
Create and update SOPs, Workflows, etc.
Procure IT Assets requested by from our suppliers
Ensure requests for new hardware are actioned using company imaging/deployment solution
Ensure orders for Software & Hardware are followed up to delivery to user
Qualifications
Bachelor’s Degree in computer science or equivalent experience
ServiceNow or ticketing tools experience
Windows 10 in a Managed Environment
Azure account management experience
Working knowledge of Active Directory & End Device management tools
General hardware and networking knowledge TCP/IP, DNS, DHCP
Extensive experience in Office 365 with working knowledge of Intune or device management tools, MS Teams Meeting Rooms, Follow Me Printing
Certification in Microsoft Technologies
ITIL Foundation certified
English at full professional proficiency level of communication required; both verbal and in written
Your profile
A minimum of three years of experience in Operating Systems support, end-user device troubleshooting and/or support a 1st or 2nd level technology support role
Passionate about making improvements and finding the best way forward
Hands-on pragmatic problem-solver with analytical skills
Excellent customer service skills and experience with providing customer service to Senior Management
Ability to manage multiple activities and tasks simultaneously whilst keeping high attention to detail
A good team player who is able to work independently and in collaboration with diverse and remotely working teams
A flexible and committed personality used to work in a dynamic onsite environment and under pressure
Our offer
Gain valuable international work experience and work with the most prestigious providers, brands, and global teams
Work in a fast-paced transforming technology environment with committed teams and a focus on results
Use your talents, influence your community, and make an impact in the ever-changing world of travel retail