Industry: Information Technology - System Engineer And Technician
Type: Full Time
$79,065.00 - 147,100.00
At Credit Suisse, we are committed to delivering world-class technology innovation that enables our clients to reach their goals. We strive to provide applications that are robust, reliable and secure while continuously adapting to meet the evolving needs of clients both internally and externally. Our future depends on identifying and hiring the best people technologists in the financial world and bringing them together to serve our clients' needs. We offer an outstanding culture and a great working environment that nurtures collaboration and partnership and rewards excellence.
This role is within the End User Services Division responsible for providing customer focused, and responsive domain expertise across all banking divisions, Executives, Board of Directors, Global Markets Investment Banking, Investment Banking and Capital Markets and Wealth Management. The IT Cafe support is responsible for supporting clients with a personal service, assisting with end user devices, replacement of smaller hardware items (Mouse/keyboard), Laptop Loans, Training, and incidents or requests from Service Desk. The individual will need to deliver a high touch end-to-end service, and be able to recommend products or 1 to 1 training they feel the client could benefit from. The IT Caf? supports clients via different support channels and training will be provided. The different tools used within the IT Cafe including SNOW, remote assistance tools, Request Management and Knowledge Management. A high level of client face to face communication is required in this area and professional presentation is key.
The Role & Responsibilities
* Desk side and remote investigation, resolution and raise critical issues and incidents impacting the users' desktop. * Ability to diagnose and resolve software issues including MS office suite, Market Data applications, Remote Login, Citrix, Thin Client's, and Virtual Machines * Support all ITIL processes, including the Incident and Problem processes, building and improving data driven analysis to implement continual improvement processes. To provide reporting daily & weekly or adhoc. * Immediate hands-on hardware support and replacements (mice, keyboards, laptop batteries). * Manage and prioritize all tickets arriving within SNOW, either resolving directly or re-assigning them to another support teams as required. * Bachelor's Degree or equivalent work experience. * Experience of working in a pressurised IT support environment, working to tight SLAs and supporting a demanding client base. Experience of working in a financial institution, preferably Investment Bank or Wealth Manager is desired. * Experience of supporting all levels of users and staff, with integrity, confidence and excellent customer service skills. Demonstrate a high level of customer focus and empathy with outstanding interpersonal skills, and the ability to work and motivate individuals are required. * Knowledge of IT Service Management processes and standard methodologies (ITIL). Knowledge of Service Management tools (Service Now) and experience of generating effective service management reporting for the tracking and improvement of team's support services. Attention to detail and proactive management * Provide adequate examples of working within an IT Caf? or Tech Bar or similar setups previously. * Hardworking & contribute fresh perspective & ideas for our business. Use initiative & suggest new ideas to improve the team.
* Proficient skill set in today's technologies such as Windows 10, MS Office/Office 365, VPN's, Apple IOS, Android * Hands on experience of Virtual Desktop environment and troubleshooting skills. * Understanding of Active Directory and Group Policies required. * Understanding of scripting tools and automation. * Understanding of Automated Software Deployment for Enterprises such as Marimba an advantage. * Distributing, installing, updating and uninstalling software applications.
Associated topics: chief chef, commercial, commercial kitchen, dining chef, executive, executive chef, pastry chef, service manager, sushi chef, team lead