Service Desk First Level Support Engineer

Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 170 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues.

We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world’s leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential.

For our customers, the Service Desk is the single point of contact for all inquiries in the operational business. Customer satisfaction is our top priority. We act as an interface between our clients and the operational units of Avaloq. As part of a fast-growing company, flexibility and satisfactory performance are very important. We ensure this as a team together with all our colleagues.

Responsibilities

Initial screening and assigning of all incoming Incidents and service Requests.; Ensuring that services are provided in accordance with the contracts and the SLAs; User management related tasks such as profile creation and maintenance.; Coordination of the major incident process.; Processing, coordination and documentation of incoming requests for operational processes; Constant revision of the process documentation; Involvement in user recertification processes.

Requirements

Experience in the service sector; A customer-oriented mindset; A confident handling of MS Office 365 (Word, Excel, PowerPoint); Fluent German and good English skills; Talent for communication and a quick grasp of new ideas; A high degree of flexibility and the willingness to familiarize yourself with unfamiliar topics

Nice to have

Previous experience in a similar role / position; Experience in the service sector; Experience in the service sector for banks or in IT (management of SLAs and escalations, service boards, etc.)