1st Level IT Supporter

This role offers an exciting opportunity to be a key contributor to our client's global IT Service Desk function, providing essential support to their customers and contributing to the continuous improvement of their IT support processes. If you possess the required qualifications and are passionate about delivering exceptional customer service in a dynamic environment, we are looking for you !

Your Tasks and Responsibilities:

• Provide 1st level support to both external and internal customers via phone, email, chat, or face-to-face interactions as part of the global IT Service Desk function
• Administer and manage customer requests efficiently, ensuring timely resolution and customer satisfaction
• Proactively monitor customer feedback and satisfaction levels, addressing any escalations promptly and proposing improvements based on user feedback
• Act as the main point of contact for customer liaison, maintaining effective communication and ensuring a seamless interface between IT and customers
• Perform reporting and analysis of incident trends, problem management, and SLA/KPI performance related to customer support, contributing to continuous improvement initiatives
• Collaborate with IT and Security teams across the organization to ensure effective incident, request, SLA, and problem management processes according to ITIL standards and best practices
• Contribute to and maintain Knowledge Base content, facilitating knowledge sharing and enhancing support capabilities.
• Provide senior management (VIP) support, including coordination during high-level meetings outside of normal service hours on request

Your Profile:

• Minimum of 5 years of experience in a similar position, ideally within corporate, government, financial institution, or private banking sectors
• Proven customer service skills, including experience with VIP support, 1st level support, and supporting external customers or senior management
• Understanding of technologies like ServiceNow and MS Office, with experience supporting on-call scenarios
• Strong attention to detail and ability to work effectively within a medium-large team environment
• High level of oral and written English language skills; fluency in a second major world language is desirable
• Flexibility to provide regular on-call, remote, and on-site support outside of normal service hours
• Experience with Sharepoint-based platforms is a plus