Service Desk Employee and Deputy Head of Service Desk 80-100 %

Service Desk Employee and Deputy Head of Service Desk 80-100 % You enjoy taking on responsibility, contributing ideas and want to actively help shape our Service Desk? Then you are in the right place. The Service Desk forms the interface between the departments Information and Communication Technology (ICT), Facility Management (FM), Human Resources (HR), Finance & Controlling (F&C) and the customers. It is the central contact point for receiving, solving or forwarding inquiries. To strengthen our team and as a deputy for the Service Desk management, we are looking for an independent and committed personality as Service Desk Employee and Deputy Head of Service Desk 80-100 % immediately or by arrangement. Service Desk Employee and Deputy Head of Service Desk 80-100 % Department: Finanzen & Services Start date: Immediately or by arrangement Tasks Main tasks Receipt, prioritization and processing of inquiries and malfunctions via telephone and ticketing system (TOPdesk) Analysis of inquiries and malfunctions, independent finding of solutions as well as forwarding complex concerns to the responsible 2nd-Level-Support units Execution of access and user account management as well as maintenance and further development of the solution and knowledge database Recognition of recurring activities and development of solutions for the simplification and optimization of workflows Participation in the further development of the Service Desk as well as active participation in projects and in the implementation of new services and processes Ensuring service times in shift operation between 07:00 and 19:00 as well as occasionally on Saturdays from 08:00 to 12:00 Training Planning and implementation of training for our service management system (TOPdesk) Planning and implementation of training on ITIL-relevant processes Ensuring knowledge transfer within the Service Desk team Deputy tasks Moderation of the Daily Stand-up Participation in various recurring meetings Taking over specialist topics and their continuous further development Strategic tasks Analysis of the KPIs, communication to appropriate departments and definition of measures Collaboration in the expansion of the service offering Project collaboration Contributing new ideas Profile Completed vocational training in the IT field or comparable qualification Several years of experience in the Service Desk or IT support Structured and independent way of working Taking on responsibility Recognizing optimization potential Contributing own ideas and active implementation of improvements Open and communicative personality with the ability to provide specialist support to the team Convincing appearance even in demanding situations Solution- and customer-oriented way of working Very good German language skills in spoken and written form What we stand for With over 14,000 students and over 11,000 continuing education participants as well as around 3,700 employees, ZHAW Hochschule für Angewandte Wissenschaften is one of the largest multi-disciplinary universities of applied sciences in Switzerland. Finanzen & Services (F&S) provides the financial management information and is responsible for the personnel and infrastructural resources. The Service Desk supports students, lecturers and employees with their requests and offers quick solutions together with the specialist teams. ZHAW is committed to gender-mixed and diverse teams to promote equality, diversity and innovation. What we offer We offer university-appropriate working and employment conditions and actively promote the personnel development of our employees and managers. A detailed description of the benefits can be found on the page Working at ZHAW. Here are the most important key points: Contact Head of Service Desk Xenia Binner Recruiting Manager jpid7fbd7b6jm jit0731jm jiy26jm