Service Desk Officer
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ING is the largest online bank in the whole of Europe and a frontrunner in the transformation of banking. At ING, we believe all sustainable progress is driven by people with the imagination and determination to improve their future and the futures of those around them.
Our story in Romania started in 1994. Here we pioneered the local banking industry, bringing new products and services for local corporate. In 2004, ING extended services to individual clients, with an innovative banking model – ING Self’Bank. Today, ING Romania has over 1,100,000 individual active clients and ING Home’Bank is rated as the best digital banking application.
We’re on a journey that’s centered around our customers, powered by technology and driven by smart, determined people. Sharing the purpose of empowering people to stay a step ahead in life and in business, since 2015, ING Tech Center develops banking solutions in the fields of Core Banking Development, Financial Markets and Data Management for ING Group, including ING Bank Romania. By using the latest methodologies in software development, our fast growing team gathers more than 500 tech enthusiasts who work for international projects that go beyond traditional banking.
There has never been a more interesting time to work at ING.
Why work for us? Here’s a snapshot of our perks:
•Work from Home
•Flexible Work Schedule
•Agile Way of Working
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.
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 enviroment.
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 400 tech enthusiasts who work for international projects that go beyond traditional banking.