Helpdesk Technician

Mission

For our client, we are looking for a Level 1 Application SupportAnalyst. This role is to support the
internal and external clients of the bank during the going live phase of the BPO project.

**Working location**: ZURICH

Main Responsibilities
- Provide L1 connection support to E-Banking clients of the bank
- Provide L1 connection support to External Asset Manager of the bank
- Provide L1 user management support to internal Private Banking users for Azqore
- Formalizes and tracks day to day problems of the end users in the internal and external ticketing tool (ServiceNow and Jira), analyses the criticality/priority of these problems and treats them accordingly

Tasks

Key Responsibilities
Quality service and support
- Keeps track of his backlog and alerts his management in case of issues with

requests/incidents
- Searches constantly to improve the day to day activities in reducing risks and improve the efficiency
- Escalates incidents and burning point to his management, assures his colleagues are

informed
- Seeks feedback on escalated problems to follow them up and update the end user. Follows up with clients to ensure that our level of service is in line with their expectations. Liaise with other teams to take into account client needs, their expectations and/or issues
- Improves user knowledge by providing specific training to end users
- Provides support to peers
- Continuous improvement of internal documentation

Key External and Internal Contacts

**Degree of autonomy**: the incumbent is autonomous within the frame set up in accordance with its
hierarchy
- Local and non-local IT project teams based in Paris and India
- Local infrastructure IT

**Requirements**:
Searched Profile
- Experience in relationship management with end users
- Excellent verbal and written communication skills
- Language skills:

- Fluent in French and English (in written and spoken)
- Some experience/knowledge in
- Private Banking activities (front, middle, back office) and banking products
- Desirable experience in
- Service Now or equivalent
- ITIL V3 certification
- Good technical methodology
- Client oriented and interpersonal skills
- Ability to follow and document new processes / procedures, fast learner
- Excels within team environment
- High level of self motivation
- Proactive and innovative approach
- Strong problem solving and analytical capabilities
- Capable of working under pressure and stress
- Culturally sensitive, able to work in a multi-cultural environment