Service Desk Analyst — Coop Pronto AG

Full description

Service Desk Analyst

Coop Pronto AG — Allschwil, Basel-Landschaft, Svizzera

Coop Pronto AG is a company of the Coop Group. As a leading Swiss company in the convenience, filling station and energy sector, we operate a network of more than 330 Coop Pronto Shop with or without filling stations in Switzerland and Liechtenstein.We are continuously expanding our Coop Pronto Shop and Coop filling station network.What we lack is you!You have experience in IT support and want to process more than just tickets? As a service desk analyst, you actively shape our service desk, bring ideas and drive improvements. Sounds exciting? We look forward to your application!

Tasks

• Processing of incidents and service requests of end users (Coop Pronto AG, Coop Pronto Shop and partners)
• Acquisition and processing of 2nd and 3rd level tickets in the service desk
• Creation, analysis and handling of "problems" arising from incidents
• Coordination of smaller task forces for operational problems
• Initiation of escalations of SLA violations and coordination of operational activities with the support of partners
• Monitoring and processing of incidents from event management (monitoring)
• Optimization of alarm workflows
• Promote integration with other applications and expand asset management workflows
• Deputy Head of Service Desk

Requirements

• Completed degree in computer science or a comparable qualification
• Professional experience in IT Service Management
• In-depth knowledge of ITSM tools
• Analytical and solution-oriented procedure
• High communication and team skills
• Very good knowledge of German in words and writing as well as good knowledge of English and French
• Initiative, networked thinking and submission of optimization proposals
• High service and customer orientation as well as strong communication skills
• Structured and independent working method

Your contact person

Vanessa Walliser , Human Resources, +41 61 485 41 12

Tipo: Full-time Sede: Allschwil