IT Service Administrator (Remote, English-speaking)

About the role

D-ploy, an IT and engineering solutions company operating across the EMEA region, is looking for an IT Service Administrator to support IT operations for one of its Swiss clients. The role combines service request management with dispatching for hardware appointments, refresh cycles and workflow coordination, managing several queues and communicating with users and technicians across several Swiss sites.

Key responsibilities

• Manage daily RITM and incident tickets in ServiceNow and operate the dispatching queues (IMAC, Deployment, Incidents)
• Process catalogue tasks, assign work and follow workflow steps
• Schedule appointments for new hires, hardware refreshes and returns, and coordinate technician availability via booking and site calendars
• Use predefined shortcuts, templates and Excel workflows to manage reminders and communications
• Communicate with users by email, Teams and calls to resolve issues or guide them through processes
• Manage hardware returns, refresh cycles and device handovers, and check user and device information in ServiceNow, ISS, CMT and Tachyon
• Support device troubleshooting and initial incident investigation, and assist with external workforce hardware validation
• Prepare hardware and access for new hires, validate employee information with HR and hiring agencies, and ensure complete offboarding and asset return

Required profile

• English at professional working level; German or another language is an advantage
• Experience in IT service delivery, dispatch coordination or ServiceNow operations
• Strong customer service and communication skills, good organisation and ability to handle multiple tasks
• Ability to follow structured workflows, solve problems and stay calm under pressure
• Criminal record certificate available (not older than 3 months)

Required skills

• ServiceNow
• Device management tools such as CMT and Tachyon, or similar platforms

What we offer

• Broad range of activities, flexible working conditions and minimum 5 weeks of vacation
• Paid sick days, meal vouchers and birthday, wedding and newborn vouchers
• Wellness programme contributions, fishing for friends referral programme and office refreshments
• Further development, company events and competitive salary