Help Desk Officer - 1st level of support

Mission

Based in our main office in Geneva, you will join the Global Service Desk team, providing first-line support to approximately 3,000 Union Bancaire Privée (UBP) colleagues worldwide.

Main responsibilities

Answer to the Global Service Desk phone line for all UBP users worldwide.

Manage emails sent to Global Service Desk.

Manage workload from our self-ticketing tool.

Provide remote assistance to users and try to resolve the problem on first call.

Create incidents with clear and explicit information and assign to level 2 teams if necessary.

Knowledge documentation and procedures updates.

Working hours: Weekdays, shift coverage from 07:30 to 19:00.

Your Profile

Help Desk Institute Certification (CFC) or equivalent.

A first successful experience in a Help Desk service is mandatory.

Microsoft Operating System Certification(s) will be an asset.

ITIL Foundation Certification will be an asset.

Expertise in Microsoft Windows 11 and Microsoft 365 (Office 365)

Experience with Citrix and VDI environments and with Remote Access connection (RSA Secure ID, Citrix Workspace).

Knowledge of, Active Directory, GPO, SCCM, Networking.

Knowledge on Mobility: iOS and iPhone, iPad.

JIRA service management tool knowledge.

Fluent in French and English; additional languages considered an asset.

Competencies

Excellent analytical thinking and problem-solving skills.

Excellent oral and written communication skills.

Highly customer service oriented.

Priority setting, multitask ability.

Team player willing to take ownership.

Ability to work in a fast-changing environment.

Core Competencies : Adherence to the company’s values: Dedication, Conviction, Agility and Responsibility - Compliance with regulations and internal directives