Service Desk Specialist @ING Hubs Romania

ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of over 1700 high-performing engineers, risk, and operations professionals.
Tech capabilities remain the core of their business, with more than 1500 specialists active in Data Management, Global Product, Touchpoint Channels & Integration and Core Banking.

Formerly known as ING Tech, as of 2022 we provide borderless services with bank-wide capabilities under the name of ING Hubs Romania and operate from two locations: Bucharest and Cluj-Napoca.

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.

Your day-to-day

Servicedesk Specialist 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.

What’s in it for you:

Flexible working schedule, which includes 50% WFH, but we can adapt to any situation, we work fully remote for the moment
Extra vacation days, depending on your entire working experience;
We encourage personal and professional development, so we invest in your learning by putting at your disposal a budget for trainings, workshops and certifications;
Because everybody is working from home and we really understand that is not always easy, we have built an online well-being programme that can help you manage this stressful period;
We also have a cool community and your colleagues will help you to integrate fast;
We support each other, and we share our work and passions on an online Tech Neighborhood;
A relaxing environment will be awaiting for you back at the office, with a flexible desk policy that allows you to work from an office desk, but also from a couch or from the terrace;
And when you will need a break, you can have a tea from Teapigs and/or a coffee from Nespresso which you can enjoy while reading a book from Bookster;
Even though we work fully remote this does not mean that you can`t enjoy your own monitor and chair from the office at home while our live DJ sets plays you chillaxing music.