Beschreibung
We are looking for a
Service Desk Analyst (m/f)
Reference: -en
Start: 04/17
Duration: 9 MM
Place: in Geneva
Branch: Zentralbanken und Kreditinstitute
Your tasks:
- You are in charge of 1st line support in a multi-domain environment including Microsoft Windows 7, Active Directory, Office 2007 and Exchange 2010
- Responsible for 1st line incident resolution for sev3 and 4 incidents using relevant knowledge documents and relevant tools to attempt a first time fix for the user within a reasonable time
- Using remote assistance where possible to diagnose and repair any issues
- Management of incidents including updating and escalating support calls and managing them through to final resolution and within the desired SLA
- Providing excellent communication and feedback to users and Services Manager regarding the status of outstanding support calls
- Assist in the development and upkeep of documentation and procedures for the local Service Desk and carry out minor projects allocated to the Service Desk
- Ensure tasks are completed to users’ satisfaction or escalated where appropriate
- Adhere to “Information Risk Management” security restrictions and flag up security breaches (this also applies to password resets where relevant security checks such as ID&V are followed)
- Work with call stats and maintain performance daily
- Take ownership of own incident tickets and clear out any outstanding tickets on a daily basis
- Queue management of team incidents and requests to ensure tickets are dealt with within SLA
- Cross team work with the Desktop Team and L1 Desktop Tasks
Your qualifications
- Previous experience in Technology Service Support acquired from working within a financial service environment
- A solid understanding of incident, problem and change management with proven technical support skills experience using a call logging tool such as Service Now is highly desirable
- Awareness of governance, compliance and risks policies
- Ability to identify any high severity and multiple user issues and escalate to the Major Incident Managers and the rest of the team
- Fluency in English
- French skills are beneficial
- ITIL Service Management Foundation or other relevant MCP’s or relevant IT certification would be preferable
Skills:
- Helpdesk/support