IT Service Administrator (Onsite, Basel, English/German)

About the role

D-ploy, an IT and engineering solutions company active across EMEA and the USA, 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 (CTSK), 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, checking user and device information in ServiceNow, ISS, CMT and Tachyon
• Support device troubleshooting and initial incident investigation, and assist external workforce hardware validation
• Prepare hardware and access for new hires, validate employee and external worker information with HR and hiring agencies, and ensure complete offboarding and asset return

Required profile

• English and German at professional working level
• 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 work calmly 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, tasks and projects
• Flexible working conditions
• Vouchers (birthday, wedding and newborn) and a referral programme
• Further development and professional advancement
• Friendly, international working environment and company-sponsored events
• Competitive salary and various benefits