EUS Support Analyst in Zurich, Switzerland, Europe & Middle East

EUS Support Analyst

Are you passionate about solving technical challenges? Do you enjoy helping users navigate through their day-to-day tech hurdles? If so, we have a thrilling opportunity for you!

Schroders, a leading global asset management firm, is seeking a skilled and enthusiastic Level 2 Support professional to join our dynamic IT department. In this role, you'll be the go-to person for our users, supporting them with their daily technical challenges and ensuring a seamless tech experience.

But that's not all! You'll also have the unique opportunity to interact with a diverse range of users from different countries and cultures, and across various levels of our organizational hierarchy. This role is as much about people as it is about technology. You'll be at the heart of our operations, making a real difference every day.

The ideal candidate for this role is not just technically proficient, but also enjoys the people-facing aspect of the job. You'll need to have a knack for resolving complex technical issues, but equally important is your ability to communicate effectively, empathize with users, and provide top-notch service.

If you're looking for a role where you can combine your technical know-how with your love of helping people, and do so in an environment that's diverse, inclusive, and truly global, then look no further. Your next big career move is right here!

About Schroders

We’re a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future.

We have around 6,000 people on six continents. And we’ve been around for over 200 years, but keep adapting as society and technology changes. What doesn’t change is our commitment to helping our clients, and society, prosper.

EUS Support Analyst

Experience the Vibrant and Inclusive Environment of our End User Services Team in Zurich!

Joining our End User Services team in Zurich means becoming part of a global family. We are a close-knit, easy-going team that forms a vital part of a larger, worldwide network. We proudly support users not just in Zurich, but across various countries in EMEA, ensuring they have the technical assistance they need, when they need it.

Fostering constant interaction and information exchange with our counterparts in different locations ensures that we are always learning, growing, and improving, both as individuals and as a team.

One of the things we cherish most about our team is its diversity. We truly believe that everyone has something unique and valuable to bring to the table, and we encourage all team members to share their experiences, knowledge, and perspectives. This open environment not only enriches our team culture, but also leads to innovative solutions for our users. Every voice matters, every idea is considered, and every team member is valued. We are committed to creating a workplace where everyone feels included and can perform at their best.

What you will do

• Provision of End User Support, providing a focal point for all incidents, problems and change requests.
• Responsible for continuous review of the local services, continually improving and increasing customer satisfaction and delivering an outstanding customer experience.
• Responsible for providing our customers world class service face-to-face.
• Proactively seek Continuous Service Improvement and shift left opportunities.
• Build a professional working relationship with other GT teams to ensure shared services are delivering as expected.
• Responsible for EUS hardware management including audit, ensuring life cycle process of assets are followed.
• Identifying opportunities to improve the service and build an amazing TechBar experience that delights the customers.
• Ticket queue management ensuring KPIs are met, and escalations are managed to a successful conclusion. Proactive management of aged tickets and requests.
• Local user acceptance testing for new/changed technologies, ensuring issues are followed through to resolution.
• Active participation in new technology programmes to ensure familiarity and highlighting challenges.
• Delivery of service in line with agreed ITIL based process, including formal change, incident, problem, and asset management processes.
• Responsible for end-to-end ownership, investigation and resolution of incidents, requests, and queries, maintaining customer focus and communicating clearly and regularly.
• Responsible for customer satisfaction following up on any negative feedback, putting plans in place to prevent re-occurrence.
• Awareness of GMCs and VIPS, proactively maintaining personal knowledge and any changes within the senior leadership team and provide “white glove” service.
• Provision of services to fast paced, high demands from our customers whilst maintaining quality.
• Provision of warm, courteous, and prompt service to our customers and deliver seamless “world class” experience, leaving a positive impression.
• Help deliver on the vision of “making a difference every day” by improving our processes and procedures, codifying them in Knowledge Articles so that others can immediately benefit from the improvements.
• Demonstrate a controls mind-set, thinking ahead of the game, preventing repetition through CSIs.
• Provision of 1st Line overflow for the global service desk.

The knowledge, experience and qualifications you need

• Mandatory proficiency in the latest Microsoft Operating systems.
• Mandatory experience in the following technologies:
• Office365 incl Teams, OneDrive, OneNote
• Active Directory (Azure & On-Prem)
• Mobile devices management
• Citrix/VDI environment
• ServiceNow
• Ability to handle day-to-day technical issues, including but not limited to:
• Performance issues with user devices
• Hardware fixes and warranty management
• Stock management – Create and manage purchase order lifecycle
• Installs, moves and changes
• Setting up and troubleshoot mobile devices – iPhones, iPads, laptops
• MobileIron experience.
• Experience of Audio/Video support
• Provision of User Training on core Schroders applications & infrastructure
• Provide client based “How to” sessions
• Training needs and analysis to address re-occurring technology challenges
• Develop & implement specific technology based training to counter common user issues
• Create a forward schedule of training for clients/users

The knowledge, experience and qualifications that will help

• Fabulous at customer service
• Strong communicator in all its forms across all levels of the organisation
• Focussed on prioritising the rights things and planning to ensure success
• Decisive, ‘can do’ attitude whilst maintaining a clear focus on problem solving and seeing action through to delivery
• Able to take ownership of issues and strive for positive business outcomes
• Flexible and committed team player that can build effective working relationship with key stakeholders
• Influencer that can motivate people to adopt effective working practices
• Natural collaborator, energetic and enthusiastic about cross functional delivery
• Customer centric approach, passionate about enhancing the service being offered
• Microsoft Certified is preferred

We recognise potential, whoever you are

Our purpose is to provide excellent investment performance to clients through active management. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions and better achieve our purpose. This is why inclusion and diversity are a strategic priority for us and why we are an equal opportunities employer: you are welcome here regardless of your age, disability, gender identity, religious beliefs, sexual orientation, socio-economic background or any other protected characteristics.