IT Service Administrator

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.

We are seeking an IT Service Administrator to support IT operations for one of our Swiss clients.  This role combines service request management with dispatching responsibilities for hardware appointments, refresh cycles, and workflow coordination.  You will manage several queues, communicate with users and technicians, and ensure high-quality service delivery across several Swiss sites. We are focused on creating value where IT counts, join us!

Responsibilities:

• Service Request & Queue Management

• 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.

• Hardware & Asset Coordination

• 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.

• Onboarding & Offboarding Support

• 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 and German, professional working proficiency
• 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
• Vouchers (B-day voucher, wedding, and new born surprise)
• Fishing for Friends program – our referral program
• Further development and professional advancement
• Friendly and international working environment
• Company-sponsored events
• Competitive salary and various benefits

Is IT in your DNA?