Global Service Desk - Analyst- External Consultant - 6 months -
Global Service Desk
Be part of Global Service Desk delivering first line support for all UBP users worldwide, including VIP and Trading room
Covering Service Desk from 07h30 to 19h00
Able to adapt and work in a fast-evolving technology environment and ability to learn quickly
Willingness to work outside of office hours (when required) as well as be available “on call” (~every 8 weeks).
Answer to Global Service Desk phone line for UBP worldwide
Provide remote assistance to users
Manage Requests and Incidents in BMC Remedy tool
Assign requests completion and incidents resolution to other IT Support teams when necessary
Manage emails sent to Global Service Desk
Manage Work Order requests created in Titan or internal workflow system
Perform regular sanity checks on desktops
Employee departure process ; create work order accordingly
Knowledge database documentation and procedures updates
ITIL V3 Foundation Certification (mandatory) Help Desk Institute Certification or equivalent (mandat
Years of experience:
3-7 : intermediate
3 to 5 years’ experience in Help Desk L1 Customer Service and PC Support.
An equivalent combination of education and related experience may also serve to meet these minimum requirements.
Banking industry experience is a plus.
Experience in private banking:
Excellent oral and written communication skills
Highly customer service oriented
Excellent interpersonal and communication skills
Excellent analytical thinking and problem-solving skills
Priority setting, multitask ability
Stability and stress tolerance
Respect for hierarchy
Team player willing to take ownership
Able to adapt in a fast-evolving technology environment and ability to learn quickly