Services Department

Our Services Department is responsible for customer care, service management and customer support.

Our customer consultants and solution engineers work with and support...

…all public authorities, municipalities, judicial bodies and administrative organizations in selecting IT services and in all IT-related matters. We guide our customers from the initial idea of an IT project through to its implementation.

As a support service, we are a highly visible team in the Services Department of the cantonal administration of Zug. Our customers include roughly 2,500 employees of the Zug cantonal administration, the courts and administrative organizations. As the central office, we manage the service (First Level Support) and provide on-site support for approximately 800 major and minor IT applications.

We operate the central point of contact (service desk), source and deliver software and hardware, and maintain storage rooms and vehicles for the Office for Information Technology and Organization.

Our duties within the Service Desk include:

• Handling a significant number of service requests, customer inquiries and fault reports, providing first-level support for all IT and telephony questions as the initial point of contact for IT inquiries.
• Documenting, categorizing and managing all incident reports and service requests using our applications. Our primary objective is to quickly restore normal service for users.
• Ensuring the proper execution of the defined service operation processes.
• Informing employees of the Zug cantonal administration about upcoming infrastructure updates and foreseeable system interruptions.