Service Desk Officer
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ING Romania is part of ING Group, a global financial institution with a strong European base, offering banking services. We draw on our experience and expertise, our commitment to excellent service and our global scale to meet the needs of a broad customer base, comprising individuals, families, small businesses, large corporations, institutions and governments.
ING Romania was established in 1994 and pioneered the local banking industry, bringing new products and services for local corporates. In 2004, it 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.
ING Software Development Center in Bucharest, is a global hub for technology & innovation, developing scalable IT solutions across ING, in areas such as Core Banking, Big Data, Financial Markets etc. Now a key Transformer in the field of technology, ING Software Development Center started as a Profile Center of Excellence, but has rapidly grown into a global hub and the main provider of IT solutions for ING Group. The hub was opened in 2015 and it is currently working with 11 countries.
Our customers are at the heart of what we do and our purpose is to empower people to stay a step ahead in life and in business.
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.