We are currently looking on behalf of one of our important clients for an IT Service Desk Operative. This role is a permanent position based in Zug Canton.
- Deliver high quality incident management.
- Provide a 1st point of contact for customers & keep them informed of incident progress.
- Record, investigate, diagnose & resolve incidents.
- Communicate both proactively & reactively with all users & technical resolving teams.
- Maintain awareness of service levels for all assigned incidents.
- Ensure correct reassignment of unresolved or misrouted incidents.
- Identify & assist in the elimination of problems.
- Provide proactive support in order to consistently improve end user experience.
Your Skills & Experience:
- Proven service & support expertise with a minimum of 18 months of experience in an IT / Service Desk environment.
- An understanding of ITIL Incident & Problem Management best practice.
- A background in Financial Services is required.
- Ideally experienced in:
- Windows 7 / 10
- MS Office 2013 / 2016
- Active Directory & Exchange Administration
- Internet Explorer / Chrome / Firefox
- Troubleshooting PCs / Laptops / Tablets / MFD’s
- Remote Connectivity: RSA / VPN
- TCP/IP Troubleshooting
- Mobile Support: BlackBerry / iPhone
- Market Data: Bloomberg / Reuters
- Audio/Visual: Projectors / Video conferencing / Plasma TV’s
- Management of Anti-virus software
- Strong customer facing interaction & customer service skills, including effective listening, patience, empathy & diplomacy.
- Proficient communication, inter-personal, organization, documentation, team working & task management skills.
- A professional telephone manner & good desk-side support know-how.
- Educated to degree level in IT.
- Relevant IT accreditations (ITIL, ITSM) & Microsoft certifications are a plus.
- Customer & quality focused & committed to service improvement.
- Able to multitask, act on own initiative, identify new ideas for improvement & deal professionally with staff at all levels in the organization.
- Self-motivated, accurate, quick learning & a good level of technical ability.
- Honest, trustworthy, goal-driven & a team player.
- Excellent English (spoken & written), German is a considered a plus.
If you wish to apply, please send us your resume in Word format with some references.
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