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Job offer Service Desk Analyst Coface Re

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Coface is worldwide leader in the credit insurance market for more than 70 years of history. We provide services to our customers to protect them against financial risks in their business. Coface has direct presence in 66 countries with 4'100 employees around the globe delivering risk-management expertise to our customers.

Coface is represented in Switzerland by 2 entities: Coface Re SA and COFACE based in Lausanne and Rümlang. Both entities have a multicultural staff of 38 persons forming a cohesive team providing support to each other and sharing knowledge and experience.

Job offer Service Desk Analyst Coface Re

The Service Desk Analyst is to provide a single point of contact for end users, (as part of the Business Technology Western European Region Service Desk team), for all IT related Service Calls and Service Requests. The Service Desk Analyst provides both 1st and 2nd line telephone, email and physical support, and takes ownership of Service Calls and Service Requests which cannot be closed at first point of contact to ensure they are completed within agreed SLA’s.

The Service Desk Analyst provides support and maintenance of end user computer hardware, software and related peripherals and completes maintenance of LAN’s, WAN’s and local servers, working closely with Group colleagues.

Although located in Lausanne Switzerland, the Service Desk Analyst will provide support to Belgium and United Kingdom users, in addition to those from the two office’s located in Switzerland. The Service Desk Analyst will report locally to the CFO of Coface and functionally to the Business Technology Regional Manager (based in UK).

Key duties and responsibilities:

The successful candidate will be progressively in charge of resolving Service Calls and Service Requests within the following SLAs

  • Priority 1 Service Calls within 4 hours
  • Priority 2 Service Calls within 1 working day
  • Priority 3 Service Calls within 3 working days
  • Service Requests within 15 working days
  • To log all Service Calls and Service Requests, and ensure the tickets are kept up to dat
  • To keep end users updated with their Service Call and Service Requests, and manager end user expectations
  • To ensure Coface end user computers, printers and associated peripherals are operating with minimal downtime, by following the documented maintenance schedules
  • To ensure computer equipment upgrades and replacements are completed within the documented upgrade schedules
  • To ensure IT assets are well managed, by working with the Quality & Projects manager to ensure that the CMDB is up to date and disposals are completed on time
  • To ensure Access Management records are kept up to date, and compliance controls are followed
  • To provide network administration of LAN’s and servers which are under Region IT responsibility, and provide a local resource for Group managed LAN/WAN and server maintenance and upgrades
  • To ensure the Coface Region network is operating with minimal downtime and disruption to the business, by following the documented maintenance schedules
  • To adhere to all department policies, processes and procedures
  • To adhere to all Group policies, processes and procedures
  • To complete assigned tasks from the department Matrix
  • To complete assigned tasks from department Project plans

 Profile :

Education and Experience:

  • It Diploma or equivalent
  • Experience of administration of Active Directory and Exchange accounts
  • Experience of troubleshooting and configuring end user computer software and
    hardware
  • Experience of troubleshooting and configuring printers & other peripherals, LAN’, 
    routers, switches etc
  • Experience of troubleshooting and configuring server software and hardware
  • Familiar with ITIL standards
  • Fluent in both French and English; German would be an asset

Software and Hardware Knowledge :

  • Microsoft Windows 7 & 10 operating systems
  • Microsoft Server operating systems
  • Virtual software
  • Microsoft Office 2010 to 365
  • End user applications
  • Anti-Virus and end point security software
  • Desktop and laptop hardware
  • Server hardware
  • Network hardware – switches and routers
  • Printers
  • Cisco VOIP & iPhones

We are seeking a proactive, well-organized, stress resistant team-player being able to deal with tight deadlines and able to work independently.

Our business and the role itself is very niche providing great opportunity to gain insights in world leading services.

If you see yourself in this role and like to gain more insights, please send your application in English with subject “Service Desk Analyst” to HR.SWITZERLAND@coface.com  

 

 

Address

Coface Re
Herr Nicolas Andriopoulos
CEO
Rue Bellefontaine 18
1003 Lausanne

Website http://www.coface.ch

Rümlang / Lausanne

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