At Umanova, a Swiss professional services company with an innovative approach, we are seeking an experienced IT Support Specialist to join our team in Geneva.
* In line with the organization's objectives and business needs, provide functional and technical support in the Workplace Services area.
Core Responsibilities:
* Involved in Incident, Problem, and Service Request Management.
* Provide physical IMAC support for multiple hardware.
* Log requestor incidents received by phone, email, or other communication channels.
* Provide workarounds and solutions based on Service Level Objectives.
* In the case of Problem Management, report/escalate issues to the Service Desk Coordinator/Manager.
* Propose or recommend IM&T Services modifications to the Service Desk manager/coordinator to reduce user impact.
* Participate in IM&T Service testing, deployment, and stabilization.
* Maintain and stay current with evolving Information Technology.
* Contribute to all aspects of Continuous Improvement Communication.
* Update and acknowledge tickets logged by requesters and communicate about resolution progress.
* Provide basic end-user training or instruction on workplace services.
* Ensure satisfactory customer service and prompt response times to the requesters based on service level objectives.
* Share support knowledge with peers in the same team and maintain associated documentation.
* Escalate significant issues or outages to the management.
* Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.
Technical Skills:
* Strong knowledge of Microsoft-based operating systems.
* General knowledge of IT infrastructure: LAN, WAN, Windows servers, Active Directory.
* Good knowledge of informatics hardware (PC, Printer, scanner, smartphones, etc.).
* Basic knowledge in SAP system (account, print).
* ITIL qualification is preferable but not essential.
* Knowledge about business processes.
Functional Skills & Competencies:
* Very good communication skills.
* Good organizational skills.
* Ability to manage and motivate the team.
* Resistance to stress.
* Ability to negotiate.
* Capacity to manage priorities.
Primary Qualifications:
* Very good knowledge of informatics (workstation, servers, network, Windows).
* Proven experience of min. 5 years in IT support team in medium and large organizations.
* Knowledge of IT support ticketing systems.
* ITIL certification.
* French native fluency, English proficiency a plus.