VIP Support

vor 1 Woche

Basel, Basel-Stadt, Schweiz Swisslinx Vollzeit

As the top supplier to our global banking client in Basel, Swisslinx is on the hunt for a VIP Supporter to offer 1st level and VIP support as part of their compact IT Service Desk crew.

This is an initial 9-month contract with potential for extension on a long-term basis depending on project road maps, kicking off at the latest in September 2024.


Joining a compact and varied IT Service Desk team of 15 in Basel, you'll handle requests/incidents for external facing systems, and provide support to external VIPs (e.g. Senior Directors) at other banks.

Alongside delivering 1st level helpdesk support, you'll help enhance processes and customer satisfaction, and engage in initiatives such as a hardware rollout.


Responsibilities will cover:

  • Delivering 1st level support encompassing administration and request management to external and internal customers within the global IT Service Desk function.
  • Proactively monitoring customer feedback and satisfaction levels, and aiding with any escalations. Identifying and suggesting enhancements based on user feedback.
  • Acting as a key point for customer interaction, ensuring an effective link between the department and its clientele.
  • Conducting reporting and analysis on incident trends, problem management, and SLA/KPI performance tied to customer support.
  • Collaborating with IT and Security teams throughout the Bank to ensure efficient incident, request, SLA, and problem management processes in line with ITIL standards and best practices, and enhancing these processes.
  • Actively contributing to and managing Knowledge Base content.
  • Training and mentoring other IT support analysts.
  • Providing support to Senior Management (VIP).
  • Support and coordination during high-level meetings (upon request outside regular service hours).
  • Supplying regular on-call, remote, and on-site support beyond normal service hours (typically one week in four on call).
To qualify for this position, the successful candidate should ideally possess the following skills:

  • Demonstrated customer service skills over the phone (e.g. experience with VIP support, 1st level support, assisting external customers, senior management).
  • Background in corporate/government/financial institution/private banking would be advantageous.
  • Proficiency in various technologies and ability to aid users.
  • Familiarity with technologies like Active Directory, MS SharePoint (online or on-premise), ServiceNow, Microsoft TFS, or Github.
  • Experience and willingness to support on-call duties.
  • Proficiency in English.
Please bear in mind that interviews will be conducted via video call, while the role is entirely Switzerland-based.

Our client provides:

  • An opportunity to work in a diverse, international setting on a long-term basis.
  • 50% remote working options.
  • 20 days per year of remote work from abroad.
  • Modern office situated in central Basel (50 minutes direct train ride from Zurich) with a subsidized canteen.

If you're keen to work in an international environment within one of the world's leading financial firms, then this might be the perfect fit for you. We're excited to review your complete application before the deadline on Tuesday, June 4.

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