IT Application Support - Service Desk Incident administrator 100% (m, f, d)

• Facilitate the receipt and logging of issues and requests via email or phone calls.
• Monitor and manage the common mailbox for reported issues.
• Support morning operational checks to ensure system availability and communicate findings.
• Create, allocate, and follow up on tickets in HP Service Manager/Service Now.
• Analyse incidents and requests for clarity and consistency, adhering to current standards.
• Liaise with users to ensure satisfaction with provided solutions and collaborate with L2/L3 colleagues when necessary.
• Generate statistical reports and monitor aged incidents.
• Provide administrative support within the tool, including workgroup and template maintenance.
• Monitor incidents assigned to all L2/L3 groups for regular follow-up and closure.
• Assist the team in reviewing and publishing wiki/Confluence pages (work instructions, How-To guides, etc.).

• Compile and report on service desk statistics as required.

• Experience in a similar IT function is preferred; both junior and experienced applicants are welcome to apply.
• ITIL certification would be advantageous.
• Proficiency in Microsoft Office applications is essential.
• Excellent written and verbal communication skills in English; proficiency in other languages is advantageous.
• Banking experience is desirable.
• Knowledge of / experience of working with best practices, processes and methodologies (i.e. Incident Management and Problem Management processes, Project Methodologies)
• Knowledge or experience with core banking applications (Temenos T24 & Triple A, IBM FileNet) would be advantageous.
• Strong communication and organisational skills.
• Excellent analytical skills for investigating issues.
• Strong administrative skills.
• Ability to work autonomously, taking initiative in assigned tasks.
• Familiarity with incident logging tools such as Remedy, HP Service Desk etc.

Julius Baer