Deputy Head of Service Desk (m/f) - 80-100 %

Job Information ###### Work location: Winterthur Workload: 80-100% 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 Identification 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 technical topics and their continuous further development Strategic tasks Analysis of the KPIs, communication to appropriate departments and definition of measures Assistance in the expansion of the service offering Project work Contributing new ideas Profile: Completed vocational training in the IT sector or comparable qualification Several years of experience in the Service Desk or IT support Structured and independent way of working Taking on responsibility Identifying optimization potentialals Contributing own ideas and active implementation of improvements Open and communicative personality with the ability to provide technical support to the team Convincing appearance even in demanding situations Solution- and customer-oriented way of working Very good German skills in spoken and written Required Skills ###### • Deutsch • Support • Ticketing • Telefon • Informatiker EFZ