Description

ROLE

Projects:

·         Leading and participating in projects in order to improve the overall service provided

Operations:

Help Desk and Second Level Support

·         Be part of Global Service Desk delivering first line support for all SICPA employees during business hours

·         Deliver IT support as Second Line Support for installing, maintaining and servicing IT related products: computers, software, systems, printers, mobile devices etc.

·         Apply all security measures recommended by Cyber Security department

·         Monitor and process users requests by gathering information from different communication channels (e-mail, phone, ticketing tool)

·         Day to day solving problems of the end users, analyses the criticality/priority of these problems and treats them accordingly

·         Improve the day-to-day activities in reducing risks and improve the efficiency

IT Documentation, Training and Knowledge

·           Create, update and publish IT related documentation (including process and procedures)

·         Contribute to the training of new IT team members and Local IT

·         Maintain the Configuration Management Database (CMDB) of all IT related items

·         Manage and track assets to ensure the compliance with licensing and hardware warranties

·         Manage IT third party interactions

·         Contribute to installing servers into the Data Center

 

Votre profil

PROFILE

·         Technical CFC in a technology related field of study

·         Over 3 years of relevant experience as an IT end-user support technician

·         Knowledge of MS Office suite and common corporate Software and Hardware

·         Proficiency in Windows operating system environment, familiar with Apple Mac

·         ITIL certified

·         Experience in Project Management is a plus

·         Excellent communication and interpersonal skills with high level of diplomacy, customer focused

·         Ability to collaborate with global teams across multiple countries

·         Highly service oriented with excellent customer facing skills and well organized

·         Ability to learn new technologies and to enforce procedures and policies

·         Fluent in written and spoken English and French

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