Senior IT Service Analyst 1st Level (m/f/d) Job in Talentor

Senior It Service Analyst 1st Level (m/f/d)

Basel-Stadt, Switzerland

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Tasks and Responsibilities:

Provide 1st level IT support to customers and acts as a single point of contact, for incident, request and customer service queries, via phone, email, chat or face-to-face
Incident Management: assisting customers and endeavouring to resolve their issues as effectively as possible, collaborating with other colleagues when required. Where necessary escalating issues to the correct resolver group in the Bank.
Taking ownership of customer issues and monitor the progress of the resolution, ensuring timely communication and follow-up of all incidents
IT request management and general customer service requests
Providing face-to-face assistance to customers with issues, requests and questions.
Mobile device management and billing.
Knowledge Management, including proactive updating of knowledge base articles.
Coordination with external service providers
Assist with coordination of device and software rollouts.
Assist with dedicated VIP/Senior Management support.
Virtual meeting support
Mobile device support.
Knowledge Management, including proactive updating of knowledge base articles.

Your Profile:

Proven experience providing 1st level IT support
Strong knowledge of Incident Management , including issue resolution, escalation, and follow-up
Proficiency with mobile device management including troubleshooting
Experience supporting virtual meetings
Familiarity with IT request management and customer service platforms
Knowledge of hardware/software rollout coordination
Basic troubleshooting skills for Windows, Mac, and mobile operating systems.