Service Desk Coordinator

Umanova is a Swiss professional services company with an innovative and future oriented approach to consulting providing outstanding conditions.

For our international customer in Geneva we are looking to hire an experienced Service Desk Coordinator. The selected candidate will provide technical and supervisory support and guidance to the Service Desk Operators in relation to incident management and customer service, and act as an escalation point for support groups and the customer.

Key Deliverables:

Leader of the Service Desk Team for the coordination of the IT support team.

Core Responsibilities:

• Develop internal IT customer services attitude
• Coordinate the follow up of the support activities of the team
• Plan and check the daily job of the Service desk technicians
• Coaching the team regarding issues/incident/request
• Translate global standards and directives into local actions
• Ensure VIP service support
• Prepare reports to IT Manager about Service Desk performance
• Manage communication about scheduled downtime or incident on systems
• Collaborate with business counterpart to ensure respect of the corporate guideline
• Apply procedures and instructions related to the job

Functional Skills & Competencies:

• Very good communication skills
• Good Organizational skills
• Ability to manage and motivate the Team
• Resistance to the stress
• Ability to negotiate
• Capacity to manage priority

Primary Qualifications (education / experience):

• Very good knowledge of informatics (workstation, servers, network, Windows)
• Proved experience of min. 5 year in IT support Team in medium and large organizations
• Previous responsibilities of Team Leader
• Knowledge of IT support ticketing systems
• ITIL certification
• French proficient, English at least B2 level fluency

We are looking forward to your application. For further information please call +41 22 736 12 15