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17 January 2020 ... min read Listen

Helpdesk Officer

Employee | Information Technology | Starter / Graduates | 2019-07-17 | 057148


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 650 tech enthusiasts who work for international projects that go beyond traditional banking.
Your day-to-day
·         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 environment.
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


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Please be aware that the recruitment procedures, (labour) regulations and labour agreements of Romania apply.

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