IT Service Desk (Senior) Officer – CDI
Nomura
- Hesperange, Luxembourg
- CDI
- Temps-plein
- 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, 2 and 3 (depending on applications)
- Perform daily operations on our systems and applications (creation of accounts, monitoring of process execution, etc…)
- Monitor Morning/Day/EOD bank jobs with a workload automation software (OpCon)
- 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
- Studies in IT area or equivalent work experience
- 2-3 years of experience in a similar position
- 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 support functions
- Experience of Windows 10, Office suite (including Macros, VBA, etc…)
- Knowledge of Helpdesk tools & monitoring platform
- Knowledge of ITIL best practices & ability to follow a defined process and procedure
- 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.
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