IT Support Specialist- level 2 - Suisse Berne berne - Axepta SA

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Position: - Perform role of Service Desk Analyst. Act as single point of contact for all employees for IT related issues. Experience required: - 1/2 years Helpdesk or customer service experience desired. - Good level of English Main responsabilities: - Answer customers e-mails and telephone calls in a polite and courteous manner. - Remain calm and polite when faced with customers annoyed by IT problems - Analyse situations reported by customers to determine if the impact is minor medium, high or critical, in order to define priority of case handling - Fully document Titan tickets to ensure that they contain pertinent and up-to-date information - Resolve customer problems - Document solutions in Titan Knowledge Base - Ensure proper follow-up and communication with customers in a timely manner

Provide IT support to users & act as local IT liaison

· Coordinate the IT local service delivery in accordance with Group IT SLA's.

· Develop, implement, and support strategy, group policies and procedures, in accordance with the IT Area Leader/Manager.

· Ensure all IT services are delivered in a professional and effective manner.

· Provide technical advice and guidance to all level of stakeholders.

· Assist with troubleshooting systems/infrastructure and computer root cause analysis by working with other technical services team members.

· Installs, configures, tests, maintains, monitors, and troubleshoots associated end-user workstation hardware, software, networking software product and other IT equipment.

· Documents solutions and builds accurate knowledge bases, including maintaining IT asset inventory.

· Act as backup for server and network administration.

· Management of the IT infrastructure life cycle.

· Business needs analysis, solution study and proposal, implementation, users training and documentation creation.

· Optimize and maintain company security at all times and keep systems up to date, in accordance with group requirements.

THE EXPERIENCE AND SKILLS YOU WILL BRING

· Bachelor's degree in information technology.

· 7+ years of experience as Support Technician.

· Extensive knowledge of server, computer hardware and software.

· Extensive knowledge of administration and deployment of Microsoft systems and software: Server, Client, AD, WSUS, Office 365.

· Extensive knowledge of in management of the VMware virtualization environment: vSphere, Esxi, VM settings.

· Proven experience in Windows Server 2012 – 2022 as well as Microsoft o365 Administration.

· Good understanding of network infrastructure, servers, and databases.

WHAT WILL PUT YOU AHEAD

· Fluent English and French (spoken and written).

· Well-organised, autonomous, responsible as you will have minimal supervision.

· Strong communication skills.

· Ability to build and maintain positive relationships with stakeholders.

· High levels of personal and professional integrity, high levels of discretion and awareness of data protection.

· Proactive, flexible and with a service mindset.

· Strong analytical and problem-solving skills.

Willingness to travel occasionally.

For one of our client, an international company based near Lausanne, we are looking for an IT business analyst

Responsibilities:

Analyze and collect the needs in order to establish functional specifications with the business

Manage and monitor the implementation of IT projects (deliverables, budgets, risks and deadlines), either directly or in collaboration with the IT project managers concerned in the case of programs.

Ensure regular reporting on project monitoring.

Prepare, organize and manage the various project committees.

Supervise the different stages of business validation of projects.

Propose mitigation actions and manage emergency situations rigorously and calmly by promoting constructive, efficient and cordial dialogue with IT and business correspondents. Ensure Change Management, communication and training for end users.

Your profile :

2/3 years of experience as a Business Analyst

Experience as a Business Analyst in the pharmaceutical industry is ideal

Ideal knowledge of CRM (Veeva, Salesforce.com)

Excellent communication and interpersonal skills, with an analytical mind, a sense of service and organization, structured mind, ability to prioritize, flexibility

Fluent in english

Available shortly

...

24/04/2024

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