Global Service Desk - Analyst - External Consultant until December 2021
Global Service Desk.
Perform role of Service Desk Analyst. Act as single point of contact for all UBP employees for IT relaated issues
Unhappy customers, slow response times from other technical teams, inability to resolve incidents due to lack of accesses.
Answer customers e-mails and telephone calls in a polite and courteous manner.
Remain calm and polite when faced with customers annoyed by IT problems
Analyse situations reported by customers to determine if the impact is minor medium, high or critical, in order to define priority of case handling
Fully document Titan tickets to ensure that they contain pertinent and up to date information
Resolve customer problems when time and technical constraints permit.
Document solutions in Titan Knowledge Base
Ensure proper follow-up and and communication with customers in a timely manner
Ensure customer expectations are managed, and ensure integrity of what is sais and written by the Global Service Desk
Provide the face of UBP IT.
Years of experience:
3-7 : intermediate
Helpdesk or customer service experience desired.
Experience in private banking:
Understanding, empathetic, good listener, patient, calm, good team player, able to motivate themselves and others.