Service Desk Technician

A career at Lombard Odier means working for a renowned global wealth and asset manager, with a strong focus on sustainable investing. An innovative bank of choice for private and institutional clients, our independently owned Firm is one of the best-capitalised banking groups in the world, managing close to CHF 300 billion and operating from over 25 offices across 4 continents.

With a history spanning over 225 years, Lombard Odier is an investment house providing a comprehensive offering of discretionary and advisory portfolio management, wealth services and custody. We also offer asset management services and investment strategies through Lombard Odier Investment Managers and provide advanced banking technology to other financial institutions.

“Rethink Everything” is our philosophy - it is at the heart of everything we do. We have grown stronger through more than 40 financial crises by rethinking the world around us to provide a fresh investment perspective for our clients.

Our Service Desk team consists of 12 people dedicated to supporting users in Europe, with occasional support for Asia and Americas users. Our team provides its services from Monday to Friday through 2 time slots: 8am to 5pm and 9am to 6pm.

The Service Desk Technicians are front-line support professionals responsible for providing efficient and timely technical assistance to end-users. This role involves diagnosing and resolving issues, escalating problems when necessary, and ensuring a positive customer service experience. They manage and resolve IT incidents promptly, prioritize issues, and escalate as necessary to minimize disruptions. Additionally, IT service desk personnel identify areas for improvement and prioritize exceptional customer service to ensure a positive experience for bank employees. Some of the Service Desk Technicians are responsible for providing technical support to External Asset Managers (EAM) of the Bank.

YOUR ROLE-
- Provide remote assistance for employees working from multiple branches or locations-
- Respond to and resolve IT incidents and service requests, prioritize and escalate issues as needed to ensure mínimal downtime- Provide initial analysis and attempt to resolve incidents at the first point of contact- Process service requests such as account creations or password resets- Follow predefined procedures and workflows to ensure consistency and accuracy- Communicate effectively with end-users, providing clear and concise instructions and updates- Manage customer expectations regarding incident resolution times- Maintain accurate and detailed records of incidents, including symptoms, diagnostic steps, and resolutions- Contribute to the knowledge base with solutions to common issues for reference and training- Escalate incidents and service requests to higher-level support teams when unable to resolve at the first contact- Clearly document incident details for an efficient handover to escalated support teams- Ensure adherence to security policies and procedures to protect sensitive financial data and transactions- Ensure that support activities align with SLAs and meet service delivery expectations

YOUR PROFILE-
- Experience working in a IT service desk environment, help desk software and ticketing systems- Strong foundation in computer systems, software, and networking is essential. Ability to articulate technical information in a clear and concise manner- Knowledge in banking domain is an advantage- Familiarity with remote support tools and ticketing systems- Excellent communication skills, both written and verbal- Strong analytical and problem-solving skills are critical for IT Service Desk Technicians- Responsive, friendly, and empathetic, as well as possessing excellent time management and organizational skills- Able to collaborate effectively with other technicians, engineers, and managers

Our Maison’s DNA is defined by five core values. Excellence drives us to be the best at what we do, while Innovation fuels our progress. Respect underpins every interaction, and Integrity shapes our actions. Together, we are One Team, united in serving our clients with unwavering dedication.