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 until end of February 2021. 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) Support users on Office tools, NBL in-house developed applications and all kind of electronics including equipment in the meeting rooms Log tickets in a tool 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 : Knowledge in IT field First experience in helpdesk / service desk or support functions.
Similar experience in a banking environment is an asset Good experience of Windows operating system Experience in scripting is an asset Excellent command of the Ms-Office suite and related development tools (Macros, VBA, etc ) Knowledge of ITIL best practice Ability to follow a defined process Knowledge of ServiceNow, monitoring tools, iSeries OS / 400 are an advantage Fluent in English (written and spoken) 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)