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Karriere und Ausbildung Vacancies
Offene Stelle :
Global Service Desk - Analyst - until December 2022
Zweigstelle :
Geneva
Eintrittsdatum :
01.06.2022
Arbeitszeit :
100%
Domain :
COO_IT
 

Global Service Desk - Analyst - until December 2022

Description

The Bank’s entire operations are managed by COO Division and are headed up by the Chief Operating Officer. It strives to provide both in-house and external clients with a first-rate service to ensure our business operates efficiently and at the best possible cost. The COO division comprises Operations, Finance, Information Management, Human Resources and Logistics. COO employees are committed to providing, with professionalism and enthusiasm, an efficient, proactive, high-quality service that meets the needs of clients within the context of the Bank’s overall strategy

Mission

Perform the role of Service Desk Analyst. Act as the point of contact for all UBP employees for IT related issues

Challenges

Contact with all kind of internal stakeholder, able to react in urgent situation and face sometimes longer deadlines from the technical teams. Able to accept to escalate incidents due to specific regulation on the access.

Main responsabilities

.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.

Education

  • Education: Other
  • Certification: ITIL

Experience

  • Years of experience: 3-7 : intermediate
  • Experience in private banking: Optional

Language

  • English: Advanced
  • French: Advanced

Personal skills

  • Swiss resident: Optional

Proactive Service-oriented Team-player

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