Service Coordinator

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

Tasks and Responsibilities

• Oversee daily operations of on-site IT support, ensuring prompt and efficient service.
• Coordinate and communicate directly with clients, technical teams, and vendors to address IT support needs and maintain alignment on tasks.
• Track service performance metrics and verify adherence to SLAs and quality standards, making real-time adjustments as needed.
• Identify opportunities to enhance support processes and assist in implementing improvements to increase efficiency and satisfaction.
• Serve as the primary point of contact for on-site service issues, handling inquiries, resolving escalations, and ensuring prompt issue resolution.
• Document and relay key updates and performance summaries to relevant stakeholders.
• Foster a culture of continuous improvement within the on-site IT support team to maintain and enhance service quality.

Minimum Qualifications

• Proven experience in an on-site IT support coordination role or similar position.
• Familiarity with ITIL practices and service management frameworks, with a focus on practical application in on-site support.
• Strong organizational skills, with the ability to manage multiple support tasks and prioritize effectively in a fast-paced environment.
• Excellent verbal and written communication skills for effective collaboration with clients, team members, and vendors.
• Ability to work collaboratively within a team and independently as necessary, adapting to on-site demands.
• Proficiency with ITSM tools to log and track service requests.
• Experience in managing customer relationships and communicating with stakeholders for issue resolution.
• Fluent in English and German; additional language skills are an asset.
• All candidates must provide a criminal record check dated within the last 3 months.

Benefits

• Broad range of activities, tasks, and projects
• Flexible working conditions
• Vouchers (B-day voucher, wedding, and new born surprise)
• Fishing for Friends program – our referral program
• Refreshments in the D-ploy office
• Further development and professional advancement
• Friendly and international working environment
• Company-sponsored events
• Competitive salary and various benefits

Is IT in your DNA?