Service Centre Technician

Established in 1927, SICPA is a Swiss private technology company that supports the effective governance and long-term prosperity of nations.SICPA sets the pulse of sovereignty, enabling governments to protect their citizens, sovereign assets, and economies. Best known for securing the majority of the world’s banknotes, SICPA operates across five continents. Today, our platform for sovereignty delivers integrated solutions safeguarding revenue mobilisation, natural resources, health, and brand protection as well as digital sovereignty and secure public services.ROLEActively contribute to the delivery of Service Centre activities by providing first-level technical support for SICPA's solutions. Handle customer inquiries and service requests, coordinate with local and global support teams, and ensure the efficient operation of the system while delivering high-quality customer service.Key ResponsibilitiesProvide first-level technical support through the Service Centre, including the Support Line and Support EmailAct as the first point of contact for customers and system users, ensuring inquiries and service requests are handled efficiently and within agreed service levelsCoordinate with Field Service, IT Support and global support teams to ensure the timely resolution of incidents and service requestsEnsure compliance with internal and customer Service Level Agreements (SLAs) and escalate issues when appropriateSupport the implementation and application of Service Management processes, including Incident, Problem, Change and Monitoring ManagementManage incidents, service requests and change activities, ensuring issues are properly tracked, resolved and closedContribute to the preparation and delivery of technical training for customers and internal teamsPrepare operational and service performance reports as requiredSupport the coordination and communication of system releases and upgradesContribute to the continuous improvement of support processes, documentation and operational practicesEnsure compliance with SICPA policies, procedures and Health, Safety & Environment standardsThis role also involvesParticipating in improvement initiatives and operational projectsSupporting the development and maintenance of operational procedures and documentationCollaborating closely with local and global teams to ensure high-quality service deliveryPerforming additional operational or administrative tasks as required by the Service Centre Team LeaderPROFILEBachelor's degree or equivalent technical qualification through education and experienceMinimum 2 years of experience in a Service Centre, Helpdesk or Technical Support environmentGood understanding of technical support processes and IT systemsExperience working in SLA-driven customer support environmentsStrong troubleshooting and analytical skills with the ability to diagnose software-related issuesExcellent communication and customer service skillsWell organised, proactive and results-orientedStrong team player with the ability to work effectively under pressure and meet deadlinesFluent in English (minimum B2 level)Knowledge in one or more of the following areas is an advantageITIL or other Service Management methodologiesIncident, Problem and Change Management processesService management tools (e.g. ServiceNow)IT support procedures and troubleshooting methodologiesMicrosoft Office applications (Excel, Word, PowerPoint and Visio)WHY JOIN US?Join a global leader in trust technologies with a mission that matters.Be at the strategic heart of a financially sound and innovation-driven company.Collaborate with high-level experts and work on impactful international projects.Operate in a multi-cultural, high-integrity environment where autonomy and ownership are encouraged.CV and cover letter in English are mandatory.