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Location: 

Adliswil, ZH, CH

 

Mobile Administrator 


About Swiss Re

The Swiss Re Group is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. It anticipates and manages risk – from natural catastrophes to climate change, from ageing populations to cybercrime. The aim of the Swiss Re Group is to enable society to thrive and progress, creating new opportunities and solutions for its clients. Headquartered in Zurich, Switzerland, where it was founded in 1863, the Swiss Re Group operates through a network of around 80 offices globally. It is organised into three Business Units, each with a distinct strategy and set of objectives contributing to the Group’s overall mission.

 

Job description                                  

 

  • Provide support to Swiss Re users, according to the defined processes, policies and agreements, minimizing adverse impact of incidents and service failures on business operations.
  • Can undertake various roles, including incident and request management analyst.
  • Act as an expert for in the corporate mobile area, holding knowledge related to Mobileiron, calendar/contacts/e-mail sync and other corporate services.
  • Actively participate in global Mobile Administration team(s), meetings, workshops and projects as needed.
  • Monitoring and tracking of open incidents and requests, ensuring compliance within agreed SLA’s
  • Shares mobile knowledge and experience with various teams at Swiss Re ensures that knowledge is appropriately documented within the knowledge base.

Stakeholders

  • Field Service Engineers
  • Incident, Request Managers
  • Service Delivery Managers
  • All 3rd Lines

 

Main responsibilities of the role

  • Initiate, review and solve request & incident tickets in the Field services Area, with main focus on the mobile services but supporting other areas, if needed.
  • Create and maintain support documentation for the Field Services team as well as for the end user.
  • Monitoring and tracking of open incidents and requests, ensuring compliance within agreed SLA’s.
  • Manage escalations through to resolution within across a number of teams including 3rd party suppliers.
  • Validate/approve mobile service requests (hardware/software) managing customer expectations according to company policies.
  • Educate and provide consultancy to internal customers on the mobile services area.
  • Actively participate in Release changes and Product tests related to the mobile services.
  • Maintain and update the internal Intranet mobile contents with updates, changes and other relevant information.
  • Contact and coordination with external vendors and other support teams within the organization
  • Support other IT Teams on Problem & Incident management processes, providing knowledge and information related to productive mobile services, such as device details and others.
  • Communicate timely, appropriately, clearly to both internal and external IT units and customers.
     

People/Resource management responsibilities

  • None

     

Minimum requirements:

  • Degree in IT or equivalent
  • Minimum of 3 years of professional experience in an equivalent position, with demonstrated experience on support and cross functional teamwork
  • Customer and Service oriented
  • Experience in gathering and analysing relevant information to make sound decisions and solve large scale problems in a timely manner.
  • Hands-on and “can do” mentality
  • Autonomous
  • Established level of ITIL knowledge
  • Knowledge of:
    • Mobile phone operating systems (iOS and Android)
    • Mobile phone technologies and hardware.
    • Microsoft Office products Internet and email
    • Microsoft enterprise collaboration and management tools e.g. SharePoint, Skype for Business, Active Directory, Exchange
    • General knowledge of business telephone system functionalities

       

Language requirements:

  • Good to excellent English and German skills
  • Any additional language is a plus


Keywords:  
Reference Code: 82769 

 

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