Application Service Desk Specialist

Your Team

The Service Desk Agent will be working in the Service Centre APAC team and support key stakeholders with the objective of delivering high-quality and effective client service activities that meet the client needs and requirements.

You will be acting as the single point of contact for all clients asking for IT support (ITO and AMS); manages the incoming calls, tickets and e-mails. All the issues are tracked through the ticketing tool and notified to the client. The Service Desk Agent also manages the service malfunction/interruption communications and service related report activities.

Your tasks:

• Act as single point of contact for clients, handling calls, tickets and e-mails
• Record and track requests, incidents and complaints, keeping clients and stakeholders informed on status and progress
• Make an initial assessment of requests and incidents, attempting to resolve them or escalating them to second level support and/or triggering incident management and change management processes when required
• Manage the requests life-cycle including closure and verification
• Manage service, access and authorization requests
• Manage and execute user management tasks and implement functional security on Avaloq core banking system and selected financial critical services
• Inform clients and/or management in case of service interruptions or planned maintenance activities
• Provide statistics and reports to management and internal/external clients
• Support internal/external clients in using the Ticketing Tool
• Monitor and escalate procedures relative to the appropriate SLA
• Provide management information and recommendations for service improvement

• Identify and contribute to problem identification

What you need

• Academic degree relevant to Banking, Information Technology or Computer Science
• 3 to 6 years of functional experience in IT Service Operation
• Excellent analytical and problem-solving skills
• Strong in communication, able to relate to relevant internal and external stakeholders along with end users
• Strong organizational skills, ability to handle multiple assignments simultaneously and effective escalation management skills
• Capable of dealing productively with stressful situations

It would be a real bonus if you have

• Experience working within a matrix-style structure
• Experience with Avaloq Banking System
• Avaloq Banking Suite Foundation
• ITIL certification

We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices. 
In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self. 
We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way. 
Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations.