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Career Vacancies
Position :
Global Service Desk - Analyst - External Conusltant until December 2022
Office :
Geneva
Start date :
03.01.2022
Working hours :
100%
Field :
COO_IT
 

Global Service Desk - Analyst - External Conusltant until December 2022

Description

Global Service Desk

Mission

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

Challenges

Unhappy customers, slow response times from other technical teams, inability to resolve incidents due to lack of accesses.

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

Experience

  • Years of experience: 3-7 : intermediate
  • Experience required: Helpdesk or customer service experience desired.
  • Experience in private banking: Optional

Language

  • English: Advanced
  • French: Advanced

Personal skills

  • Swiss resident: Optional

Understanding, empathetic, good listener, patient, calm, good team player, able to motivate themselves and others.

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This online recruitment system (hereinafter, ‘e-Recruitment Portal’ or ‘Portal’) is used by the Geneva headquarters of Union Bancaire Privée, UBP SA (hereinafter, ‘UBP’) in accordance with Swiss law, in particular with regard to data protection, and with the principles below. The e-Recruitment Portal allows any person (hereinafter, ‘Applicant’), excluding recruitment consultants and headhunters, to submit either an application for a vacancy listed on the Portal or an unsolicited application.

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