Service Desk Specialist @ ING Hubs Romania

Discover ING Hubs Romania

ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of over 2000 high-performing engineers, risk, and operations professionals.

We started out in 2015 as ING’s software development hub, then steadily expanded our range to include more services and competencies. Now we provide borderless services with bank-wide capabilities and operate from two locations: Bucharest and Cluj-Napoca.

Our tech capabilities remain the core of our business, with more than 1800 colleagues active in Data Management, Touchpoint Channels & Integration, Core Banking, and Global Products.

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged.

For us, impact isn't a perk. It's the driver of our work. We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you?

Your day to day

• Service desk Specialist 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 11 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.

If you want to deep dive into the processing of personal data conducted by ING Hubs Romania during the recruitment process and your rights related to it, read the privacy notices on our website (make sure to scroll until you reach the Data Protection section/ Candidates tab).