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
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Education:
Other
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Certification:
ITIL
Experience
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Years of experience:
3-7 : intermediate
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Experience in private banking:
Optional
Language
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English:
Advanced
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French:
Advanced
Personal skills
Proactive
Service-oriented
Team-player
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