CREDIT SUISSE Poland

2nd Line Desktop Support Specialist

CREDIT SUISSE PolandO firmie

  • Wrocław, Polska
    Wrocław, dolnośląskie
  • Ogłoszenie wygasło 15 dni temu
  • Pełny etat
  • Specjalista

CREDIT SUISSE Poland

Wrocław

Wrocław

Credit Suisse is a leading global wealth manager with strong investment banking capabilities. Headquartered in Zurich, Switzerland, we have a global reach with operations in about 50 countries and employ more than 45,000 people from over 150 different nations. Embodying entrepreneurial spirit, Credit Suisse delivers holistic financial solutions to our clients, including innovative products and specially tailored advice. Striving for quality and excellence in our work, we recognize and reward extraordinary performance among our employees, provide wide-ranging training and development opportunities, and benefit from a diverse range of perspectives to create value for our clients, shareholders and communities. We are Credit Suisse.
2nd Line Desktop Support Specialist #146839
Workplace: Wrocław
146839

Description:

The Advanced Channel Escalations Specialist is responsible for supporting customers in all end user device related IT requests. Incidents and tasks may be assigned from Chat or Voice Support Teams (L1). It will be assumed the responsibility to accept, solve or send the customer's enquiry to the right support organization. A set of tools will be provided to interact with clients via each support channel and Support Specialist will be trained in operation and administration of the Credit Suisse tools. Credit Suisse include ITSM, remote assistance tools, request management tools and KMS systems. High level of client communication manner is required for every Advanced Channel Escalations Specialist as well as solid team player skills set. Additionally adherence to process and procedures to maintain quality and professionalism.

Main responsibilities:

  • Incident queue coverage in shift patterns between 7:00-18:00
  • Manage and prioritize all dispatched tickets. Troubleshoot to best of knowledge and if 2nd level troubleshooting is replenished, engage other support teams for help. Utilize all possible contact channels (IM, phone, email) to seek incident resolution.
  • Maintain pro-active approach to resolve End Users issue. Provide permanent solution, not just temporary fix.
  • Provide all internal clients with a dedicated, positive and efficient service
  • Maintain flexibility to help 1st line of support if required (high peak times or global outages) via dedicated channels.
  • Maintain high-quality incident data, recorded into ITSM incident booking system
  • Demonstrate “Can Do” approach at all times.

Qualifications:

Skills and qualifications:

  • 2 -3 years of relevant IT experience
  • Visible engagement in finding and sharing solutions for IT issues reported by Users
  • In-depth and excellent support knowledge of Microsoft Office, Internet Explorer, Lync/Skype and Windows 7/10.
  • Detailed knowledge of Active Directory and group management
  • Knowledge of scripting tools and automation would be a plus!
  • Knowledge and understanding of desktop virtualization systems and tools (Citrix, VMWare)
  • Understanding of Automated Software Deployment for Enterprises (Distributing, installing, updating and uninstalling software)
  • ITIL v3 Foundation (or later) would be an advantage
  • Any IT (technical) certificates (Microsoft, VMWare, ITIL) would be a benefit
  • Well organized, self-motivated, punctual, and flexible in approach to work
  • Outstanding written and verbal communication skills.
  • Proficient written / spoken English and Polish.
  • Ability to work under pressure, to keep things simple, patience and creativity, conflict management skills.
  • Ability to recognize, priorities and handle client’s expectations.
  • Strong situational analysis and decision making abilities. High attention to details
  • Proven extensive experience of supporting an end user environment.

Our benefit

  • Private medical care
  • Life insurance
  • Pension plan
  • Charity days
  • Training and development
  • Internal Mobility

Other optional

  • Language training course
  • Mentoring
  • Family – nursery and kindergarten funding, gift vouchers for Christmas
  • Parking allowance
  • Health promotion: Multisport card, sporting events and groups within Credit Suisse (skiing trips, football team, running team, tennis training course etc.)
  • Employee discounts on various products and services (event tickets, consumer products, etc.)
  • Relocation package
  • Employee Referral Program
  • Flexible work schedule and working from home (home office)

Credit Suisse is an equal opportunity employer. Welcoming diversity gives us a competitive advantage in the global marketplace and drives our success.

2nd Line Desktop Support Specialist #146839
Numer ref.: 146839

Description:

The Advanced Channel Escalations Specialist is responsible for supporting customers in all end user device related IT requests. Incidents and tasks may be assigned from Chat or Voice Support Teams (L1). It will be assumed the responsibility to accept, solve or send the customer's enquiry to the right support organization. A set of tools will be provided to interact with clients via each support channel and Support Specialist will be trained in operation and administration of the Credit Suisse tools. Credit Suisse include ITSM, remote assistance tools, request management tools and KMS systems. High level of client communication manner is required for every Advanced Channel Escalations Specialist as well as solid team player skills set. Additionally adherence to process and procedures to maintain quality and professionalism.

Main responsibilities:

  • Incident queue coverage in shift patterns between 7:00-18:00
  • Manage and prioritize all dispatched tickets. Troubleshoot to best of knowledge and if 2nd level troubleshooting is replenished, engage other support teams for help. Utilize all possible contact channels (IM, phone, email) to seek incident resolution.
  • Maintain pro-active approach to resolve End Users issue. Provide permanent solution, not just temporary fix.
  • Provide all internal clients with a dedicated, positive and efficient service
  • Maintain flexibility to help 1st line of support if required (high peak times or global outages) via dedicated channels.
  • Maintain high-quality incident data, recorded into ITSM incident booking system
  • Demonstrate “Can Do” approach at all times.

Qualifications:

Skills and qualifications:

  • 2 -3 years of relevant IT experience
  • Visible engagement in finding and sharing solutions for IT issues reported by Users
  • In-depth and excellent support knowledge of Microsoft Office, Internet Explorer, Lync/Skype and Windows 7/10.
  • Detailed knowledge of Active Directory and group management
  • Knowledge of scripting tools and automation would be a plus!
  • Knowledge and understanding of desktop virtualization systems and tools (Citrix, VMWare)
  • Understanding of Automated Software Deployment for Enterprises (Distributing, installing, updating and uninstalling software)
  • ITIL v3 Foundation (or later) would be an advantage
  • Any IT (technical) certificates (Microsoft, VMWare, ITIL) would be a benefit
  • Well organized, self-motivated, punctual, and flexible in approach to work
  • Outstanding written and verbal communication skills.
  • Proficient written / spoken English and Polish.
  • Ability to work under pressure, to keep things simple, patience and creativity, conflict management skills.
  • Ability to recognize, priorities and handle client’s expectations.
  • Strong situational analysis and decision making abilities. High attention to details
  • Proven extensive experience of supporting an end user environment.

Our benefit

  • Private medical care
  • Life insurance
  • Pension plan
  • Charity days
  • Training and development
  • Internal Mobility

Other optional

  • Language training course
  • Mentoring
  • Family – nursery and kindergarten funding, gift vouchers for Christmas
  • Parking allowance
  • Health promotion: Multisport card, sporting events and groups within Credit Suisse (skiing trips, football team, running team, tennis training course etc.)
  • Employee discounts on various products and services (event tickets, consumer products, etc.)
  • Relocation package
  • Employee Referral Program
  • Flexible work schedule and working from home (home office)

Credit Suisse is an equal opportunity employer. Welcoming diversity gives us a competitive advantage in the global marketplace and drives our success.

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