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