Service Desk Engineer | Workplace Experience @ING Bank

Discover ING Bank Romania

ING believes in a world where everyone has the right to grow and progress in their own way. We express this in our global tagline, “do your thing”. Perhaps more than in any other large company, we extend our belief in the power of autonomy to our own people. But there’s a catch. In return for great freedom, we expect people to do great things for our customers, our stakeholders, and ING at large.

To work here is to be surrounded by people who are energetic, ambitious, friendly and respectful: talented specialists who take the responsibility and autonomy to make great things happen. We stay curious, thrive on change, and seek new and better ways to make it happen. Active in Romania for more than 30 years, ING Bank pioneered and challenged the local banking industry. Technology and innovation are at the core of what we do, making our products relevant for our customers’ lives and businesses.

ING Bank Romania is the only bank with an organic growth within the top 10 local banks by assets, without acquisitions of client portfolios or other banks. ING Bank Romania is an universal bank with more than 1.8 million customers from three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking.

Join us!

Mission

The Service Desk Engineer plays a pivotal role in ensuring the delivery and support of high-quality IT services. As part of the Service Desk Services team, you will be responsible for managing high-priority incidents (including also P2 and P1 communications), demonstrating a strong understanding of and adherence to SLAs, while maintaining clear, timely, and effective communication with end users.

Your day to day

• Handling high priority incidents (P2s and P1s from the comms perspective) and requests coming from end-users on the dedicated channels
• Monitor the ticketing system and phone lines, ensuring agents receive all necessary information to resolve incidents within agreed timelines.
• Escalate complex technical issues to second- or third-level support teams or external vendors as needed.
• Maintain regular communication with users to gather or provide additional information, manage expectations, and collect feedback through surveys.
• Track and follow up on escalated incidents and problems, leveraging top knowledge base articles to meet SLAs, reduce ticket volume, and support the incident lifecycle.
• Provide ongoing training and guidance to Helpdesk team members and users, serving as a role model and subject matter expert.
• Contribute to the development and refinement of IT policies and procedures to enhance the knowledge base and overall service quality.
• Demonstrate strong expertise in incident management, including responsibility for Everbridge notifications related to critical systems and services (P1), including on-call duties.
• Investigate assigned problems and changes, ensuring thorough analysis and resolution.
• Actively participate in digital workplace initiatives, including testing and implementation.
• Lead or support IT change projects impacting the Service Desk function.
• Drive initiatives aimed at improving team visibility, performance, and operational efficiency.
• Support continuous improvement efforts to enhance customer satisfaction and user experience.
• Engage in the design and optimization of IT service processes.

What you bring to the team

• Bachelor’s degree in IT, Engineering, or a related field, or equivalent professional experience.
• Minimum of 12 months in a technical support or related role.
• Familiarity with IT Service Management principles; ITIL Foundation certification is preferred.
• Experience working in an Agile environment.
• Proficiency in Power BI, RPA tools, or automation technologies.
• Strong data analysis capabilities.
• Collaborative team player with a proactive, solution-oriented mindset and a passion for learning and mentoring.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities with a strategic, big-picture perspective.
• Ability to handle technical issues calmly, professionally, and efficiently.
• Skilled in multitasking, prioritization, and appropriate escalation.
• Committed to seeing technical issues through to resolution with persistence and initiative.
• Capable of working independently with a high degree of reliability and accountability. 

What we offer

• Impactful work in a fun and collaborative environment;

• Open-concept offices designed for both team work and relaxation;

• Corporate events and social gatherings;

• Hybrid way of working with flexible working schedule and short week options;

• Monthly budget on Benefit platform;

• Extra annual leave days depending on the total length of working experience;

• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms: ING Learning Centre, Udemy, Bookster, as well as through trainings and certifications;

• Possibility to access Internal roles, International Short-Term Assignments or Long-Term Assignments;

• Context to make an impact through Sustainability and Corporate Social Responsibility projects.