Service Desk Agent

Job content

Michael Bailey Associates is currently looking for a Service Desk Agent for a huge client within the commodities industry based in Zug. The Service Desk Agent will be responsible for organising and providing outstanding first-line support for an international corporate user community.

The Main Tasks And Responsibilities Include

• Deliver best practice incident management
• First point of contact for customer liaison and keeping customers informed of the progress of incidents
• Recording, investigating, diagnosing and resolving incidents
• Communicating both proactively and reactively with all users and technical resolving teams
• Ensuring correct reassignment of unresolved or misrouted incidents provide proactive support in order to consistently improve the ’end-user experience’
  

RequirementsTechnical Experience

• Windows 10/MS Office 2016/2019
• Active Directory Administration
• Exchange Administration
• Internet Explorer & Chrome
• Troubleshooting PCs/Laptops/Tablets/MFD’s
• Remote Connectivity: Fortinet VPN/Citrix
• TCP/IP Troubleshooting
• Mobile Support: iOS
• Market Data: Bloomberg & Reuters
• Audio/Visual: Projectors/Video conferencing/Plasma TV’s
• Management of Anti-virus software
  

Candidates Who Would Excel In Our Environment

• Excellent English oral and written communication skills, German is a plus
• Educated to degree standards in IT, relevant IT accreditations (ITIL, ITSM)
• Microsoft certifications are a plus
• Customer-facing, interaction skills, professional telephone manner and desk-side support
• Confidence to deal professionally with staff at all levels in the organization
• Effective communication, organisation and documentation skills
• Honest, trustworthy, a valued team member, and actively involved in achieving team objectives
• Self-motivated with a sense of urgency
  

Michael Bailey International is acting as an Employment Agency in relation to this vacancy.