Description : The IT Support department monitors the bank IT infrastructures, supports and manages the bank’s applications.
It offers an efficient support to Internal Clients for all IT systems used within the Bank.
To strengthen the Help Desk team, we are looking for a Service Desk Officer for a permanent contract.
Your main tasks will be to : Be responsible for the daily operations on our systems Windows platform (MS-Windows, MS-Office) SWIFT System (Alliance) Web banking applications Support other in-
house applications Perform help desk function level 1 and 2 (depending on applications) Filter calls for 2nd and 3rd line support (on call) Perform evening & morning operations Back up other operators Support users on Office tools, NBL in-
house developed applications Provide telephone and on-site support to users Maintain a centralized knowledge database Ensure the effectiveness and efficiency of Incident Management Process-
Report information to the Management, evaluate new KPIs to improve the process Job requirements : BAC + 2 / 3 or alternance education (work-
and-study program) in IT area 2 to 3-year experience in helpdesk / service desk or support functions in banking environment is an asset Good experience of Windows operating system Excellent command of the Ms-
Office suite and related development tools (Macros, VBA, etc ) Knowledge of ITIL, ServiceNow, monitoring tools, iSeries OS / 400 are an advantage Knowledge of ITIL best practice Ability to follow a defined process Flexible with regards to working time -
Ability to work on shifts between 6 : 30 to 22 : 00 Fluent in English (written and spoken) French is an asset Strong communication and interpersonal skills Focus on quality and clients’ needs / expectations Strong analytical skills with demonstrated problem solving ability Fast learner and ability to quickly understand problems Able to work quickly and accurately under pressure, stress resilient Please be aware that in accordance with the law of July 23, 2016, the selected candidate will be requested to provide a criminal record (section 3) If you are interested in this position and meet the job requirements, please apply via jobs.lu.