10 days old

High Touch, End User Support Technician

Credit Suisse
New York, NY 10007
  • Job Code
    146831
We Offer
At Credit Suisse, we are committed to delivering elite technology innovation that enables our clients to reach their goals. We strive to provide applications that are robust, reliable and secure while continuously adapting to meet the evolving needs of clients both internally and externally. Our future depends on identifying and hiring the best people technologists in the financial world and bringing them together to serve our clients' needs. We offer an outstanding culture and a great working environment that nurtures collaboration and partnership and rewards excellence.

This role is within the Group CTO, End User Services Division. End User Support Services (EUSS) is a Global organization, and we are accountable for providing a High Touch Desktop Support(HTDS) Team, who provides customer focused, responsive subject matter expertise across all banking divisions, Executives, Board of Directors, Global Markets Investment Banking, IBCM and Wealth Management. Also providing a Site Operations team which specialise & are responsible for Hardware Support, Managed Printer Services, Desktop Cabling, Meeting room support and Mobile Voice Recording support.

The role will be based in either the team or HTDS including a rotation scheme supporting the IT Caf. The support is responsible for supporting clients with a personal service, assisting with end user devices, replacement of smaller hardware items (mouse/keyboard), laptop loans, training, vending machine purchases and IT requests and incidents or requests from service desk. The individual will need to provide end-to-end service Day 1, including a follow-up call/email ensuring all is resolved, providing an overall comprehensive thinking. To recommend products or 121 training they feel the client could benefit from. With an aim to solve their query immediately or send the customer's enquiry to the right support team. The IT Caf supports clients via different support channels and training will be provided. The different tools used within the IT Cafe including SNOW, remote assistance tools, Request Management and Knowledge Management. A high level of client face to face communication is required in this area and accurate with presentation is key.

Via all three support teams we cover 7000 employees in New York. It is a critical role required to provide technical expertise covering software, products, training, services support, and remote and localized technical fault resolution for clients.

  • Desk side and remote investigation, resolution and the critical issue of all Incidents impacting the users' desktop.
  • Ability to diagnose and resolve software issues including MS office suite, Market Data applications, CS Voice/Mobile, Remote Login, Citrix, Thin Client's, IP Phones and Dealer Boards.
  • Provide swift resolution for high impact incidents, assuming role of Impact or Major Incident Manager if & when required.
  • Create training when necessary and 'Train the trainer' sessions to in order to share product awareness.
  • Support all ITIL processes, including the Incident and Problem processes, creating and improving data driven analysis to implement continual improvement processes.
  • Handle the maintenance and compliance of a fully controlled environment in accordance with Audit, SOX and MICOS standards.
  • Limited weekend work supporting the London client base and occasional weekend events.
  • As well as supporting the High Touch and Site Ops team you will be expected to rotate within IT Tech Bar environment. To be the first point of contact for users experiencing an issue.
  • Provide Meet & Greet service and provide a solution / fix for the end users problem where possible. If issues are unable to be resolved in the IT Cafe, they will be allocated to the relevant department.
  • A strong knowledge of agile working technologies, MyWiFi, Credit Suisse Mobile, MyDesk to provide complete agile working support. Including providing Information regarding any other of our IT products and services from the IT Caf.
  • To provide reporting daily & weekly or ad-hoc.
  • Inventory stock control overall for the IT Caf products including replenishing the vending machines daily.
  • Proficient with hardware support and replacements (mice, keyboards, laptop batteries).
  • Balance MyShop order pickups for headsets and webcams. Including handling equipment returns.
  • Awareness of Digital signage and maintenance for the IT Caf and incident queue coverage via shifts..
  • Pre-shift team communication, including state of the environment and ready for business checks.
  • Lead and prioritize all tickets arriving within SNOW, either resolving directly or re-assigning them to another support teams as required.
  • Provide all internal partners with a dedicated, positive and efficient service at all times.
  • Maintain accurate incident data, recorded via SNOW with a focus on accuracy of incident data.
  • Be a part of Business continuity planning and support and lead production incidents from inception to resolution..
  • Adherence to process and procedures to maintain quality and professionalism.

You Offer

  • Desk side and remote investigation, resolution and the critical issue of all Incidents impacting the users' desktop.
  • Ability to diagnose and resolve software issues including MS office suite, Market Data applications, CS Voice/Mobile, Remote Login, Citrix, Thin Client's, IP Phones and Dealer Boards.
  • Provide swift resolution for high impact incidents, assuming role of Impact or Major Incident Manager if & when required.
  • Create training when necessary and 'Train the trainer' sessions to in order to share product awareness.
  • Support all ITIL processes, including the Incident and Problem processes, creating and improving data driven analysis to implement continual improvement processes.
  • Handle the maintenance and compliance of a fully controlled environment in accordance with Audit, SOX and MICOS standards.
  • Limited weekend work supporting the London client base and occasional weekend events.
  • As well as supporting the High Touch and Site Ops team you will be expected to rotate within IT Tech Bar environment. To be the first point of contact for users experiencing an issue.
  • Provide Meet & Greet service and provide a solution / fix for the end users problem where possible. If issues are unable to be resolved in the IT Cafe, they will be allocated to the relevant department.
  • A strong knowledge of agile working technologies, MyWiFi, Credit Suisse Mobile, MyDesk to provide complete agile working support. Including providing Information regarding any other of our IT products and services from the IT Caf.
  • To provide reporting daily & weekly or ad-hoc.
  • Inventory stock control overall for the IT Caf products including replenishing the vending machines daily.
  • Proficient with hardware support and replacements (mice, keyboards, laptop batteries).
  • Balance MyShop order pickups for headsets and webcams. Including handling equipment returns.
  • Awareness of Digital signage and maintenance for the IT Caf and incident queue coverage via shifts..
  • Pre-shift team communication, including state of the environment and ready for business checks.
  • Lead and prioritize all tickets arriving within SNOW, either resolving directly or re-assigning them to another support teams as required.
  • Provide all internal partners with a dedicated, positive and efficient service at all times.
  • Maintain accurate incident data, recorded via SNOW with a focus on accuracy of incident data.
  • Be a part of Business continuity planning and support and lead production incidents from inception to resolution..
  • Adherence to process and procedures to maintain quality and professionalism. Be able to understand a client's (maybe complicated) requirements and guide them towards a fix.

  • High level of skill set in 'todays' technologies used in the workplace (Windows 7 / 10, Office 365, VPN's etc.)
  • To learn & support bespoke hardware / software used on site.
  • Used to working with SLA's.
  • Outstanding insight of logging and managing requests / incidents (Remedy / ServiceNow)
  • Support of Mobile Voice recorded devices.
  • A knowledge of Apple IOS & Android mobile device.
  • In-depth and excellent support knowledge of Microsoft Office, Internet Explorer, Chrome, Skype for Business, MS Outlook and Windows 7 & 10.
  • Proficient with Virtual Desktop environment and troubleshooting skills!
  • Outstanding understanding of Active Directory and Group Policies required.
  • Understanding of scripting tools and automation. Distributing, installing, updating and uninstalling software applications.
  • Understanding of Automated Software Deployment for Enterprises such as Marimba an advantage!






Posted: 2020-01-08 Expires: 2020-02-06
Sponsored by:
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Sponsored by:
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High Touch, End User Support Technician

Credit Suisse
New York, NY 10007

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