IT Service Desk Officer – CDD – until end Feb-27

The IT Support department monitors the Bank IT infrastructures & supports and manages the 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 fixed-term contract until end of February 2027.

Your main tasks will be to:

• Perform daily operations on our systems:

  • Windows platform (MS-Windows, MS-Office)

  • SWIFT System (Alliance)

  • GTmatch Reconciliation tools (Sterci)

  • Support other in-house applications

• Perform help desk function level 1 and 2 (depending on applications)

• Filter calls for second line support (on call)

• Support users on Office tools and NBL in-house developed applications

• Provide telephone and on-site support to users

• Maintain a centralized knowledge database (Wiki)

• Ensure the effectiveness and efficiency of Incident Management Process- Report information to the Management, evaluate new KPIs to improve the process

• Support all kind of office electronics including meeting rooms

Job requirements:

• BAC + 2-3 in IT area or equivalent

• 2 to 3-year experience in helpdesk/service desk or support functions in banking environment

• Good experience of Windows operating system

• Excellent command of the Ms-Office suite and related development tools (Macros, VBA, etc…)

• Knowledge Helpdesk tools, monitoring, iSeries, OS/400 and Dimension are an advantage

• Knowledge of ITIL best practice – Ability to follow a defined process

• Fluent in English (written and spoken). French is an added value

• Flexible with regards to working time (Backup other team members)

• Strong communication and interpersonal skills

• Focus on quality and clients’ needs/expectations

• Strong analytical skills with demonstrated problem solving ability

• Ability to work 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)”