We have a current opportunity for a Senior IT Service Analyst 2nd level (m/f/d) on a contract basis. The position will be based in Basel and is fully onsite.

Start: July but client can wait for the right candidate
Duration: 24 months
Location: Basel
On call work

Tasks:

Monitoring of incidents, service requests and team mailbox.
Provide 2nd level IT support to customers, either remotely or in person. Where necessary escalating issues to the correct resolver. Taking ownership of customer issues and monitor the progress of the resolution, ensuring timely communication and follow-up of all incidents.
Virtual meeting support
Staffing the Service Bars (walk-up service counters) and providing face-to-face assistance to customers with issues, requests and questions.
Client hardware installations, repairs, staging, configurations and disposal of equipment.
Staging: Staging computer devices

Responsible for the IT Client Hardware Management including:
o Stock Management
o Ensure technical and compatibility requirements are met
o Lifecycle and warranty maintenance
o Manage threshold levels
o Inventory management
o Maintain the Banks device wiping procedure
o Disposal activities in collaboration with Logistics team
Application Software testing: Operational Readiness testing
Printing Services: Device and Uniflow support (to be takeover from DWS)
Ad-hoc tasks: Assist Network/DWS/WSE/EAG in their activities. Switch changes, Server updates, Client updates, Moves

Mobile device configuration and support.
Desktop and Multi-Functional device maintenance and support.
Knowledge Management, including proactive updating of knowledge base articles.
Coordination with external Service providers.
Support during high-level meetings (outside of normal service hours on request).
Provide on-call and on-site support outside of normal service hours on request.
Assist the Senior 2nd Level Agents with VIP/Senior Management support on request.
Assist the 1st level team on request.

Must haves:
Experience in IT client hardware support - minimum 7 years' experience (*)
Experience with virtual meeting support, hardware repairs, staging computer devices, and client hardware installations. (*)
Willingness to provide on-call and on-site support outside of normal service hours on request. (*)
Ability to report, monitor, and analyze performance according to agreed service levels. (*)
Experience with incident monitoring, request management, and problem management processes. (*)
Knowledge of ITIL standards and best practices. (*)
CompTIA A+ certified (*)
Previous experience with Active Directory(*)
Microsoft Intune(*)
Microsoft Entra ID
Microsoft Endpoint Configuration Manager (SCCM)
Microsoft Defender
Active Directory
Citrix Studio
Event Viewer

Nice to have:
Some exposure to ITSM tools like ServiceNow
Formal certification in Azure AD
ITIL Foundation training
Microsoft Windows operating system certifications
Sailspoint
Canon uniflow
Service Now
PowerShell

If you are interested, please apply with your latest CV