Service Desk Specialist

Mellon Romania, a subsidiary of Mellon Technologies and member of Mellon Group of Companies, was founded in 2001 in Bucharest. Our offering consists of specialized technological solutions and value added services, to serve the increasing needs of financial institutions and organizations with strong consumer transactions business, such as Retail Banks, Public Utilities, Telecommunications Providers and large Private Companies.

Minimum High school Degree
Minimum one year of applicable working experience
In depth knowledge of fundamental operations of software (MS Office/Windows 7/10), hardware (laptops, PCs, phones, printers, scanners, …) and other equipment
Experience with ITSM tool (ServiceNow,etc.)
Excellent understanding of computer hardware and Operating Systems
Excellent problem solving/troubleshooting skills
Excellent understanding of Active Directory including Domain, Group, User structure and rights
Excellent understanding of Microsoft Office suite including Office 365
Understanding of proxy environment
Understanding of RSA Authentication
Good understanding of network topologies and network protocols
Understanding of VPN concepts
Excellent understanding of mobile technology
Fluency in English, any other language is considered as an asset

Ensure first level Incident logging and resolution, escalation to second level
Ensure first level Service Request Fulfilment for IT Services
Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors and record all required Incident details in the Incident Management system
Actively participate in the Regional Service Desk support channels
Provide support for various technical areas like Computers, fix and mobile phones, Printers, Applications, Conference systems, User account and access management, etc.
Provide excellent technical assistance to end users with hands-on and remote methods
Take ownership and responsibility for assigned Incidents, Requests or Tasks and follow them up until solved and keep the user up to date
Document in writing as appropriate all resolutions for calls, incidents, requests, and task assignments
Participate as needed in ongoing IT Site Support projects
Provide other support or tasks as assigned