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
applications (S2i mainly)
Provide L1 application support to internal Private Banking users for hosted applications
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
Service Desk internal and with external application service provider (Azqore)

Requirements

Searched Profile
Production application support experience
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