SERVICE DESK MANAGER - ZURICH

Lieu: Switzerland - Glattbrugg/Zurich

Fonction: Information Technology

Compagnie: Vifor Pharma

Georgia Izzat

International Talent Acquisition Specialist

+41 58 851 83 78

Conditions pour les agences de placement

Votre 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.

A propos de nous

Le Groupe Vifor Pharma, anciennement Groupe Galenica, est une entreprise Specialty Pharma mondiale qui se consacre à la recherche, au développement, à la fabrication et à la commercialisation de ses propres produits pharmaceutiques. Il est le partenaire de choix pour les solutions innovantes axées sur le patient. L’entreprise, qui entend devenir le leader mondial des traitements de la carence en fer et des affections néphrologiques et cardio-rénales, aspire à aider les patients du monde entier souffrant de maladies graves et chroniques à mener une vie meilleure et plus saine. Le Groupe Vifor Pharma possède des sites de production en Suisse et au Portugal, ainsi qu’un réseau dynamique de sociétés affiliées et de partenaires lui assurant une vaste couverture de marché dans le monde entier. L’entreprise affiche une présence mondiale en constante augmentation mais conserve de solides racines dans son marché d’origine, la Suisse.

Le Groupe Vifor Pharma est constitué de Vifor Pharma, de Vifor Fresenius Medical Care Renal Pharma – sa société commune avec Fresenius Medical Care –, de Relypsa et d’OM Pharma.

Pour plus d’informations, veuillez consulter notre site: http://www.viforpharma.com/fr/a-propos-de-vifor-pharma/qui-sommes-nous.

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Conditions pour les agences de placement