VIP Support

vor 1 Monat

Basel, Schweiz Swisslinx Vollzeit
As the premier supplier to our international banking client in Basel, Swisslinx are looking for a VIP Supporter to provide 1st level and VIP support as part of their small IT Service Desk team.

This is an initial contract running for 9 months with option to extend on a long term basis based on the project road maps, with start date latest in September 2024.

Joining a small and diverse IT Service Desk function of 15 in Basel, you would manage requests/incidents for external facing systems and provide support to external VIPs (e.g. Senior Directors) at other banks.

As well as providing 1st level helpdesk support, you will help improve processes and customer satisfaction and work on projects such as a hardware rollout.

Responsibilities will include:

• Provision 1st level support including administration, and request management to external and internal customers as part of the global IT Service Desk function.
• Proactively monitor customer feedback, satisfaction levels and assist with any customer escalations. Identifies and proposes improvements based on user feedback.
• Act as a focal point for customer liaison and provide an effective and efficient interface between the department and its customers.
• Perform reporting and analysis of incident trends, problem management and SLA/KPI performance related to customer support.
• Work with IT and Security teams across the Bank to ensure effective incident, request, SLA and problem management processes according to ITIL standards and best practices; maintain and improve these processes.
• Actively contribute to and maintain Knowledge Base content.
• Training and coaching of other IT support analysts
• Senior Management (VIP) support
• Support and coordination during high-level meetings (outside of normal service hours on request).
• Provide regular on-call, remote and on-site support outside of normal service hours (on call is normally one week in four)

In order to be considered for this role, you the successful candidate will possess as many of the following skills as possible:
• Proven customer service skills over telephone (e.g. experience with VIP support, 1st level support, supporting external customers, senior management).
• Corporate/government/financial institution/private banking background would be important
• Understanding of the different technologies and ability to support users.
• Experience with technology like Active Directory, MS SharePoint (online or on premise), ServiceNow, Microsoft TFS or Github
• Experience and readiness in supporting on-call
• Fluency in English

Please note interviews would be conducted via video call, however the role is based 100% in Switzerland. Our client offers:

• The opportunity to work in a diverse and international environment on a long-term basis
• 50% working from home
• 20 days working remotely from abroad per year
• Modern office in central Basel (50 minutes direct train from Zurich) with subsidised canteen

Are you interested to work in an international environment in one of the most important financial companies worldwide? Then apply now We look forward to receiving your full application before the deadline on Tuesday 4 June.

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