Ict Servicedesk Agent

As Switzerland’s leading construction and real estate service provider, Implenia develops and builds homes, workplaces and infrastructure for future generations in Switzerland and Germany. It also offers tunnelling and related infrastructure projects in further markets. With its broad offering and the expertise of its specialists, the Group realises large, complex projects and provides client-centric support across the entire life cycle of a building or structure. It focuses on client needs and on striking a sustainable balance between commercial success and social and environmental responsibility. Implenia, with its headquarters in Opfikon near Zurich, employs more than 8'000 people across Europe and posted revenue of CHF 3.8 billion in 2021. We are looking for a ICT Service Desk Agent to join our Group IT in Opfikon.

**Your responsibilities**:

- 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

**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

**What we offer**:

- Innovative and sustainable working environment with top modern workplaces
- Use of modern technologies
- International working environment
- Implenia benefits, including (just to name a few):

- a company owned, excellent pension fund with 3 contribution scales: Implenia Vorsorge
- minimum of 34 holidays (based on a 100% workload, including 9 bridge days)
- travel insurance for the whole family (everyone in your household is insured)
- Support for employee development (promotion of further training through the Implenia Academy)
- Flexible working hours including home office

**Do you have any questions?**: