Senior IT Service Desk Analyst (AV/VC Support)
About the Role
We are a global private markets investment manager, serving over 800 institutional investors worldwide. With USD 152 billion in assets under management and more than 1800 professionals across 21 offices, we strive to be an equal opportunity employer committed to cultural diversity.
As a Senior IT Service Desk Analyst, you will act as the point of guidance, direction, and escalation for our employees and external collaborators worldwide. You will be part of our global IT team within a dynamic and high-performing organization.
Your main responsibilities include:
* IT Excellence and Support:
o Ticket Management (ServiceNow) providing timely and consistent support
o Providing best-in-class customer service and desk-side IT support via remote channels such as chat, phone, email, or remote access tools
o Ensuring new hires achieve a perfect start with a structured IT onboarding and a high-touch onboarding experience
o On-Site support for employees, VIP guests, and PG staff visiting Zug headquarters
* Events and Meetings Technology Support:
o Support internal and external events and meetings with Audio-Visual setup, Video-Conferencing, and live streaming technologies
o Troubleshoot AV/VC issues in real-time during live events, including on-site, webinars, and hybrid events with PG offices worldwide
Requirements
We are looking for an experienced, hands-on professional with the following profile:
* Graduate of a diploma or bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent education
* 7+ years of experience in a Technical Support role including AV/VC Support; experience within the financial industry and/or within a global team is a plus
* Excellent knowledge of Windows 10/11 and experience in using the following solutions: Active Directory, Azure, Entra ID, Intune, O365 / OneDrive, ServiceNow, SCCM
* Extensive experience in remote support, corporate video conferencing (MS-Teams, Zoom), AV support and corporate events setup
What We Offer
We are a global financial institution that retains the culture, pace, and agility of a start-up. As a growing firm, we offer a workplace where results are truly recognized and rewarded.
We offer a fantastic opportunity for you to grow:
* Professional, international working environment
* Challenging, rewarding career within a growing company
* Collaborative environment, with on-the-job training and mentorship opportunities
* One-month sabbatical after every five years of service
* Education assistance program
* Fun office and team events, including volunteer opportunities to connect with and help our local communities