Primary responsibilities

  • Ensure that the Service Desk actively participates in improving the usability and reliability of the Bank services
  • Ensure that the external Service Desk is fully using appropriate knowledge, management tools and practices in order to provide a more effective and efficient service to customers and external partners
  • Assist in improving the overall customer experience within the team
  • Reach KPIs as set by the line manager
  • Participate to improve internal processes/best practice and ensure that communication takes place across the whole area of responsibility (IAM, internal and external workflow…)
  • Assist in the incident management. Help to determine root causes and permanently fix


Additional responsibilities

  • Support and act as back up for the Facility Manager


  • At least 3 years experience in Service Desk, including 2 years experience in a second line IT support in a banking regulated environment
  • Previous experience in Facility management
  • ITIL Foundation is highly appreciated
  • Fluent English and French is mandatory
  • Excellent interpersonal, communication and analytical skills
  • Ability to work in a team and independently
  • Precision, reliability, dynamism and flexibility
  • Proven ability to manage projects, show initiative and think outside the box
  • Flexibility with working hours, which may include hours outside of normal scheduled work hour


Languages: English and French

PDF, DOC, DOCX, max 64MB