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Career Vacancies
职位 :
Global Service Desk - Analyst - External Consultant until December 2021
办公室 :
Geneva
开始日期 :
01.10.2021
工作时数 :
100%
字段 :
COO_IT
 

Global Service Desk - Analyst - External Consultant until December 2021

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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e-Recruitment Portal – Guidelines for handling personal data supplied by applicants

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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