SERVICE DESK MANAGER - ZURICH

Ort: Switzerland - Glattbrugg/Zurich

Funktion: Information Technology

Firma: Vifor Pharma

Georgia Izzat

International Talent Acquisition Specialist

+41 58 851 83 78

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Ihr Profil

We are seeking an Service Desk Manager to join IT department at our Operational Headquarter in Glattbrugg, Zurich. Reporting directly to the Head of IT Support, you will be responsible to train, support and manage the service desk team in addition to also carrying out hands-on work within the service desk team.  In this role your tasks and responsibilities will include, but not be limited to, the following:

  • Manage the service desk team and evaluate performance
  • Line management of three Service Desk Supporters
  • Ensure customer service is timely and accurate on a daily basis
  • Recruit, train and support service desk supporters
  • Set specific customer service standards
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly and monthly reports on service desk team’s productivity
  • Provide customer feedback to the appropriate internal teams, like IT Technology

The ideal candidate is bringing a professional ICT qualification along with following skills and experience:

  • Minimum of 5-8 years of experience working in an IT Service Desk position
  • Previous team lead experience
  • Proven ability to communicate both up and down in an organization.
  • A very good background of technical skills (Windows, Active Directory, Internet, Network, etc.)
  • ITIL Service Operations certification
  • English both orally and in writing, additional language skills in German and/or French are a plus
  • Experience in the pharmaceutical industry, including Computer System Validation (CSV) is preferred
  • Microsoft certifications preferred

You have effective planning and coordination skills and work in a structured way, whilst maintaining flexibility in times of change. You have strong communication skills, both written and verbal, and take a proactive approach to communicating within IT and business departments. You take a service and customer oriented approach, work effectively across all levels of the organisation with the ability to maintain a high level of confidentially. You are able to work independently and take decision where necessary, whilst also being an excellent team player, working effectively in cross-functional and regional teams. You are able to maintain strong attention to detail in high-pressure situations. You lead by example and actively demonstrate the Vifor Pharma values.

Über uns

Die Vifor Pharma Gruppe – die frühere Galenica Gruppe – ist ein globales Spezialitäten-Pharmaunternehmen, das eigene Pharmaprodukte erforscht, entwickelt, herstellt und vertreibt und ein bevorzugter Partner für innovative patientenorientierte Lösungen ist. Das Unternehmen hat sich zum Ziel gesetzt, ein globaler Marktführer in den Bereichen Eisenmangel, Nephrologie und kardiorenale Therapien zu sein und weltweit Patienten mit schweren und chronischen Erkrankungen zu einem besseren Leben in Gesundheit zu verhelfen. Die Vifor Pharma Gruppe verfügt über Produktionsstätten in der Schweiz und in Portugal sowie über ein dynamisches Netzwerk von Vertriebsgesellschaften und Partnern zur weltweiten Marktabdeckung. Das Unternehmen treibt die Expansion seiner weltweiten Präsenz laufend voran, bleibt dabei aber in seinem schweizerischen Heimmarkt fest verwurzelt.

Die Vifor Pharma Gruppe besteht aus Vifor Pharma, Vifor Fresenius Medical Care Renal Pharma, ihrem gemeinsamen Unternehmen mit Fresenius Medical Care, Relypsa und OM Pharma.

Für mehr Informationen gehen Sie bitte auf: http://www.viforpharma.com/de/über-vifor-pharma/wer-wir-sind

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