Service Desk Professional

At Avaloq, the Service Desk Professional plays a crucial role in providing first-level help desk support. This includes managing the end-to-end lifecycle of client requests, resolving issues, and ensuring effective communication with both internal and external clients. You will be responsible for receiving and tracking incoming tickets and calls, making initial assessments, and either resolving the issues or escalating them as necessary.

To be considered for the Service Desk Professional position at Avaloq, candidates should have a university degree in Computer Science or Engineering and at least 1-2 years of experience in a service desk role. Fluency in English, both written and spoken, is mandatory, along with strong communication skills and client-oriented mindset.

Yes, the Service Desk Professional role at Avaloq involves flexibility and may require working on shifts according to European time. This is to ensure that we provide continuous support to our clients around the clock.

Avaloq is committed to promoting a healthy work-life balance. We offer flexible and hybrid working arrangements for our Service Desk Professionals, allowing them to maintain their personal commitments while thriving in a dynamic work environment. Our culture encourages employees to be their authentic selves while contributing to our mission.

At Avaloq, Service Desk Professionals will be part of a collaborative and supportive team. We foster an inclusive culture that values diversity of opinion, ensuring each employee can contribute their unique perspectives. Our team dynamics focus on mutual support and achieving success together.

In my previous service desk role, I gained extensive experience in managing client inquiries, resolving technical issues, and utilizing ticketing systems to track service requests. I handled initial assessments of client concerns efficiently, contributing to high levels of client satisfaction.

Prioritizing tasks involves assessing the urgency and impact of client requests. I usually categorize issues based on severity, addressing critical problems first while keeping communication open with clients about expected timelines for resolution.

I am familiar with several ticketing systems, including Jira and ServiceNow. These platforms have allowed me to track incidents, assign priority levels, and maintain transparent communication with clients, fostering trust and timely resolutions.

When faced with a challenging client, I focus on active listening and empathetic communication. Understanding their frustration is key. I aim to reassure them that I’m committed to resolving their issue while providing regular updates on progress.

Certainly! In my last position, I encountered a significant issue that affected multiple clients. I gathered data, collaborated with my team, and escalated the issue as needed. Through diligent tracking and continuous communication, we resolved the issue swiftly, which led to positive feedback from our clients.

Empathy is critical in a service desk role. Being able to understand and relate to clients’ concerns allows for better problem resolution and builds a rapport that facilitates smoother communications.

I follow industry news, participate in webinars, and engage with professional communities. Continuous learning is crucial in the tech space, and I always seek opportunities to enhance my skills and knowledge.

I meticulously record all client interactions using the ticketing tool, including the nature of the inquiry, actions taken, and outcomes. This ensures thorough documentation and allows for seamless handovers if further assistance is required.

My communication style is clear and concise. I adjust my language based on my audience, ensuring that technical terms are explained simply to clients who may not be familiar with them while maintaining professionalism and friendliness.

I am excited about the opportunity to work at Avaloq due to its commitment to innovation in wealth management technology. I admire the collaborative culture and value diversity, and I believe my background in service desk roles aligns well with your mission to democratize access to wealth management.