Provide customer service, troubleshooting and help desk functions to the end users at UBS. The employee must troubleshoot printer issues and manage printer installation process. He must have great customer service and IT skills and be able to multi-task. Incident and Problem Management, using ITIL Rules.

ROLES AND RESPONSIBILITIES:

• Manage a fleet of 6500 printers across Europe and Switzerland
• Ensure SLA / 2nd Level Support
• Troubleshoot printer issues. (Remote / Phone)
• Manage all hardware issues internally and externally (incl. Service calls, installations, etc.) and escalate issues as needed.
• Incident - Problem Management
• Supply Management
• Relationships with Customer and Service Provider
• Improvement of the Printer Service
• Improvement of the Process documentation

ADDITIONAL RESPONSIBILITIES:

Assumes other special activities, responsibilities, and special projects as assigned.

EXPERIENCE AND BACKGROUND:

• Significant experience interacting with customers, including Hotline/Call Center.
• Strong focus on the customer
• IT Skills (Ticketing Tools - Service Now / Mail/ MS Office/ Printer)
• Administrative skills

PERSONAL CHARACTERISTICS

• Able to multi-task
• Strong customer focus
• Strong ability to problem-solve and resolve conflict situations independently and possibly remotely.
• Self-motivated.
• Outgoing individual and well organized.
• Ability to adapt quickly to change.
• Excellent communication skills, written and verbal. (German and English Mandatory)

EDUCATION:

• IT Skills
• First Level / Hotline
• ITIL
• MS Office
• Network Base
• IT Technician or Hotline Background will be a benefit