About this role
<p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;background-color:#ffffff;color:black"><strong>At Chain IQ, your ideas move fast.</strong></span></p> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;background-color:#ffffff;color:black">Chain IQ is a global AI-driven Procurement Service Partner, headquartered in Baar, Switzerland, with operations across main centers and 16 offices worldwide. We provide tailored, end-to-end procurement solutions that enable transformation, drive scalability, and deliver substantial reductions in our clients' indirect spend. Our culture is built on innovation, entrepreneurship, ownership, and impact. Here, your voice matters - bold thinking is encouraged, and action follows ambition.</span></p> <p> </p><p> </p> <div><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Deliver reliable, user-centric IT support services to end users, ensuring consistent service quality, adherence to global processes, and a positive user experience across all locations.</span></div> <h2><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Key Responsibilities</span></h2> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Provide first and second-level IT support for:</span> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Incidents</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Service requests</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Basic troubleshooting across devices, applications, and accounts</span></li> </ul> </li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Handle onboarding and offboarding activities, including:</span> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Account setup</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Device configuration</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Access provisioning (based on defined processes)</span></li> </ul> </li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Act as a primary point of contact for end users, ensuring timely and professional communication throughout ticket resolution </span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Use ServiceNow to:</span> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Log, track, and update tickets</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Follow defined ticket intake and categorization standards</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Avoid handling work outside of the ticketing system</span></li> </ul> </li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Work towards meeting defined SLAs and KPIs, and escalate risks (e.g. delays, backlog) when needed </span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Support hardware lifecycle tasks, including:</span> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Laptop deployment and replacement</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Peripheral setup</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Basic troubleshooting and coordination of repairs</span></li> </ul> </li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Follow and execute standardized onboarding processes for users across locations (devices, mobile, access)</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Collaborate with Infrastructure, Security, and Application teams to escalate and resolve issues when required</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Maintain and contribute to documentation and knowledge base articles</span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Provide on-site and remote support for office users, including meeting room setup and basic IT setup </span></li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Support user education by guiding users on proper IT processes, tools, and self-service options </span></li> </ul><p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black;background-color:white"><strong>Join a truly global team.</strong></span></p> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black;background-color:white">We offer a dynamic and international environment where high performance meets real purpose. We're proud to be Great Place to Work-certified and even prouder of the people who make that possible. Let’s shape the future of procurement - together.</span></p> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;color:black;background-color:white"><strong>Chain IQ – Create. Lead. Make an impact.</strong></span></p> <p> </p> <p> </p> <p> </p> <p><span style="color:black;background-color:white"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;background-color:white"><em>Information for agencies: </em></span><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt;background-color:white"><em>Applications sent or uploaded by placement agencies or similar are not desired, will therefore not be considered and will be deleted.</em> </span></span></p> <p> </p>