ServiceDesk Specialist @ING Tech

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Employer: ING Bank Romania
Domain:
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 17.11.2019
    Remote work: On-site
    Short company description

    ING Bank Romania is part of ING Group, a global international financial institution, which offers banking services to over 38.4 million individual customers, companies or institutions in over 40 countries.
    Founded in 1994, ING Bank Romania is the fourth bank in the top 10 local banks, according to assets, and the only bank with organic growth, without acquisitions of customer portfolios or other banks. ING Bank Romania is a universal bank with over 1.7 million customers in three business segments: individuals (retail), SMEs and Mid-Corporate companies and Wholesale Banking.
    ING's mission is to empower people to stay a step ahead in life and in business.

    Requirements

    What you bring to the team:

    · Bachelor’s degree in Computer Engineering and/or Computer Science, or equivalent industry experience;
    · Microsoft Windows 7/10 knowledge, Microsoft Office knowledge, basic networking knowledge;
    · Hardware issues troubleshoot (laptops/desktops, printers, phones etc.);
    · Active Directory knowledge, Scripting knowledge (Powershell), Unix and virtualization basic knowledge will be an advantage;
    · Organized person, focused, able to work under pressure responding to critical incidents calmly, but effectively and capable to meet certain deadlines;
    · Ability to work within the team;
    · Good organizational skills and commitment to fast follow through

    Responsibilities

    · Servicedesk Officer is primarily responsible for finding solutions, workarounds and/or fixes in order to maintain and improve the functionality of the systems as part of the 1st line support;
    · Responsible for physical hardware deployment, OS / software install, hardware/software support for office equipment (laptops/desktops, printers, mobile phones, tablets etc.)
    · Registers incidents/problems/requests received by phone/e-mail/ticketing system;
    · Escalates the issues to the 2nd/3rd line of support (internal or external), if the case, records the solutions, workarounds and the steps taken in order to solve the problem in the recording service and notifies the user when the issue is solved;
    · Produce and keep up to date different documents and procedures that are in relation with his/her area of support, records new solutions in the Knowledge database and acts proactively, providing a report with the possible future issues that can arise in his/her area of expertise and the solutions to prevent those problems;
    · Participate in design and improvement processes;
    · Proactively identify issues within the environment and resolve them;
    · Manage and prioritize issues and bugs with vendor and internal teams;
    · Manage Problem management process for incidents;
    · Create scripts to simplify processes and improve alerting;
    · Troubleshoots software and/or infrastructure issues as necessary, including hands-on correction of problems and working with necessary support teams to solve issues;
    · Participate in DR/BCP plans;
    · Working in an ITIL environment.

    Other info

    Discover ING Tech

    ING Tech is an international hub for technology & innovation, developing IT solutions across ING in areas such as Core Banking, Big Data, Financial Markets, Data Management, Touch Point Architecture and many more. By using the latest methodologies in software development, our fast growing team gathers more than 650 tech enthusiasts who work for international projects that go beyond traditional banking.

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