IT Service Desk Officer – CDI

The IT Support department monitors, supports and manages the Bank IT infrastructure and applications. The Help Desk team acts as a single point of contact, for the whole bank on any issues/requests regarding technical domains, as well as managing the lifecycle of those requests. It offers an efficient support to Internal Clients for all IT systems used within the Bank. To strengthen our team, we are looking for an IT Service Desk Officer for a permanent contract. Your main tasks will be to: Provide Single point of Contact service via telephone and on-site support to Bank users Log Service Request and Incident in ServiceNow, follow up and escalate when necessary Ensure the effectiveness and efficiency of Incident Management Process Perform help desk function level 1 and 2 (depending on applications) Perform daily operations on our systems and applications (creation of accounts, monitoring of process execution, etc…) Monitor Morning/Day/End of Day bank jobs with a workload automation software Support 3rd parties & in-house applications Support users on Office tools and NBL in-house developed applications Maintain a centralized knowledge database Ensure the effectiveness and efficiency of Incident Management Process Support all kind of office electronics including meeting room facilities, collaboration tools. Report information to the Management regarding the Incident Management process, evaluate new KPI’s to improve the process Job

requirements:
Studies in IT area or equivalent work experience First experience in a similar position through work or internship Banking experience would be an asset Fluent in English (written and spoken) Flexible with working time (coverage in shifts from 6:30-18:30, every 5th week 15:00-00:15) Experience in helpdesk, operating or application support functions Knowledge of helpdesk tools & monitoring platform Experience of Windows, Office suite (including Macros, VBA, etc…) Knowledge of ITIL best practices & ability to follow a defined process and procedure Experience of SQL/scripting languages desired Knowledge of office electronics/IT equipment/hardware Strong communication and interpersonal skills Focus on quality and clients’ needs/expectations Strong analytical skills with demonstrated problem solving ability Ability to work in a team 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).