Responsible ICT Workplace Support 80 %

As the largest university in Switzerland, the Universität Zürich offers a variety of attractive positions in different departments and professional fields. With around 10'000 employees and currently 12 professional profiles for learners, the university offers an inspiring working environment in cutting-edge research and education. Use your talent and your skills with us. Learn more about UZH as an employer! ###

Tasks

• Ensuring operational ICT Workplace Support and the Service Desk
• Receipt, initial triage and analysis of support requests and malfunctions
• Processing and solving standard cases in 1st-level support and, where possible, in 2nd-level support
• Ensuring complete and traceable ticket documentation
• Proactive communication with users regarding processing status as well as solutions and workarounds
• Maintenance and further development of documentation and knowledge bases
• Functioning as a Single Point of Contact (SPOC) for client hardware and related concerns
• Monitoring service quality and compliance with agreed service levels (SLA)
• Coordination of technical escalations and malfunctions with internal and external bodies
• Collaboration with the central IT of UZH, the technical application responsibility as well as external service providers

Profile

• Completed vocational training in the field of informatics (Informatiker EFZ, TS, FH or similar)
• Experience in ICT support, service management and in ICT processes
• Very good knowledge of Microsoft 365, Windows Client Management and ticketing systems
• Experience in collaboration with external ICT service providers
• Knowledge of ITIL or service management processes is an advantage
• Strong service and customer orientation
• Very good communication and coordination skills
• Analytical and solution-oriented way of thinking and working
• Independent, structured and reliable way of working
• High sense of responsibility and strong quality orientation

We offer:
In this versatile and responsible position, you are a central contact point for ICT-specific concerns and work closely with the central IT of UZH, the technical application responsibility as well as external service providers. A varied activity with high personal responsibility and diverse interfaces awaits you in a demanding university environment. Employment is subject to cantonal conditions.

Personalabteilung ZZM
044 634 32 03
jobs@zzm.uzh.ch