Senior IT Service Analyst 2nd Level

Description

Tasks & Responsibilities:

• As a member of the Services team in Information Technology and Services, support the delivery of Client IT support to internal and external customers.
• Monitoring of incidents, service requests and team mailbox.
• Provide 2nd level IT support to customers, either remotely or in person.
• 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.
• Virtual meeting support
• Staffing the bank Service Bars (walk-up service counters) and providing face-to-face assistance to customers with issues, requests and questions.
• Client hardware installations, repairs, staging, configurations and disposal of equipment.
• Staging: Staging computer devices

Responsible for the IT Client Hardware Management including:

• Stock Management
• Ensure technical and compatibility requirements are met
• Lifecycle and warranty maintenance
• Manage threshold levels
• Inventory management
• Maintain the Banks device wiping procedure
• Disposal activities in collaboration with Logistics team
• Application Software testing: Operational Readiness testing
• Printing Services: Device and Uniflow support (to be takeover from DWS)
• Ad-hoc tasks: Assist Network/DWS/WSE/EAG in their activities. Switch changes, Server updates, Client updates, Moves
• Mobile device configuration and support.
• Desktop and Multi-Functional device maintenance and support.
• Knowledge Management, including proactive updating of knowledge base articles.
• Coordination with external Service providers.
• Support during high-level meetings (outside of normal service hours on request).
• Provide on-call and on-site support outside of normal service hours on request.
• Assist the Senior 2nd Level Agents with VIP/Senior Management support on request.
• Assist the 1st level team on request.

Must haves:

• Experience in IT client hardware support. (*)
• Experience with virtual meeting support, hardware repairs, staging computer devices, and client hardware installations. (*)
• Willingness to provide on-call and on-site support outside of normal service hours on request. (*)
• Ability to report, monitor, and analyze performance according to agreed service levels. (*)
• Experience with incident monitoring, request management, and problem management processes. (*)
• Knowledge of ITIL standards and best practices. (*)
• CompTIA A+ certified
• Previous experience with Active Directory

Employee Value Proposition

international client

Job Title: Senior IT Service Analyst 2nd Level

Location: Basel, Switzerland

Job Type: Contract

TEKsystems, an Allegis Group company. Allegis Group AG, Aeschengraben 20, CH-4051 Basel, Switzerland. Registration No. CHE-101.865.121. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at our website.

To access our Online Privacy Notice, which explains what information we may collect, use, share, and store about you, and describes your rights and choices about this, please go our website.

We are part of a global network of companies and as a result, the personal data you provide will be shared within Allegis Group and transferred and processed outside the UK, Switzerland and European Economic Area subject to the protections described in the Allegis Group Online Privacy Notice. We store personal data in the UK, EEA, Switzerland and the USA. If you would like to exercise your privacy rights, please visit the "Contacting Us" section of our Online Privacy Notice on our website for details on how to contact us. To protect your privacy and security, we may take steps to verify your identity, such as a password and user ID if there is an account associated with your request, or identifying information such as your address or date of birth, before proceeding with your request. commitments under the UK Data Protection Act, EU-U.S. Privacy Shield or the Swiss-U.S. Privacy Shield.