Customer Service Analyst Office location: Basel Department: General Secretariat Unit: Information Technology and Services Service: Service Management Employment - Duration: 3 Years Contract type: Fixed-term FTE%: 100% Application Deadline: 03/04/2024
Description
Customer Service Analyst
The Bank for International Settlements (BIS) is offering an exciting opportunity to join our Information Technology and Services unit as a Customer Service Analyst.
This role is based in Basel, Switzerland however, thanks to our status as an international organization, we can hire globally and welcome applications from candidates of all nationalities and located anywhere in the world. Relocation support is available for the successful candidate and their dependent family members.
Purpose of the job:
As a member of the Services team in Information Technology and Services, support the delivery of IT services and support to customers in close collaboration with internal and external partners. The role will focus on external customer engagement and support and may involve internal customer support activities as part of our global IT Service Desk function.
By joining the Services team, you will:
Principal Accountabilities:
Primary responsible for managing the delivery of support, processes, training of IT Services staff, and knowledge management related to external customer support. Assist with shift planning and coordination of on-call coverage to ensure 24/7 delivery of customer support. Provision 1st level support including administration, and request management to customers as part of the global IT Service Desk function. Proactively monitor customer feedback, satisfaction levels and assist with any customer escalations. Identifies and proposes improvements based on user feedback. Perform reporting and analysis of incident trends, problem management and SLA/KPI performance related to customer support. Work with IT and Security teams across the Bank to ensure effective incident, request, SLA and problem management processes according to ITIL standards and best practices; maintain and improve these processes. Actively contribute to and maintain Knowledge Base content.Qualifications, skills, and experience:
Minimum of three yearsโ experience in a support role with direct customer contact, preferably in an international environment. Outstanding customer service skills with a proactive service orientation A background in IT Support, IT Service Management, or a similar field a strong advantage. ITIL qualification desirable Basic knowledge and understanding of Digital Workplace technologies. Knowledge of ServiceNow Incident, Request and Problem Management and Reporting an advantage. Strong organizational and time management skills, accuracy, and attention to detail. Excellent communication skills to enable clear communication with different audiences and to run customer expectations. Fluency in English, with strong verbal and written skills.Who we are:
The Bank for International Settlements is a diverse organization with colleagues from over 60 countries. By joining us in the international city of Basel, you will work in a unique, highly rewarding, and international work environment. We truly value diversity and inclusion and want to reflect the world we serve. We want the best people to work for us in an inclusive environment so welcome applications from all qualified candidates. At the BIS, we value equality and diversity in all its forms and one way we support diversity and inclusion is through our staff-run networks. You can discover more about diversity at the BIS here.
What the BIS offers:
We want your time at BIS to be a rewarding and career-enriching experience. We offer an agile and flexible working environment with hybrid working opportunities including home office and working from abroad days. To support our international applicants, we offer relocation support that extends to your dependent family members. In addition, thanks to our ongoing commitment to diversity and inclusion, we offer a competitive compensation and benefits package, including support for working families including childcare and education allowances (where applicable). Finally, we offer a genuinely unique international working environment, which will give you exposure to the global financial system and the opportunity to collaborate with passionate experts from all over the world.
We strive to ensure that individuals are provided reasonable accommodation to participate in the application or interview process, and to perform essential job functions. Should you wish to request accommodation, support in completing this application or participating in the application process, then please reach out to the recruitment team at staffing@bis.org.