Service Desk Operations Specialist

4 days ago

Sydney, New South Wales, Australia ING Bank N.V. Full time
Job Description

**Job Summary**

We are seeking a highly skilled and customer-focused Service Desk Analyst to join our Tech Operations division at ING Bank N.V. As a key member of our Service Centre team, you will be responsible for providing exceptional technical support to our internal customers, ensuring seamless application support, and driving process improvements.

Key Responsibilities

  • Provide outstanding customer experience by resolving technical issues efficiently and effectively.
  • Monitor and process Service Desk tickets, escalating high-risk incidents as necessary.
  • Take ownership of reported incidents, utilizing the one and done policy to ensure timely resolution.
  • Support IT project team members in providing application support for business applications.
  • Analyze trends in reported errors and notify the Application Support team of emerging trends.
  • Provide VIP 24/7 On-Call Support on a rotating roster basis.
  • Comply with all ING policies and procedures.

Requirements

  • Demonstrated experience with Windows 10 and Apple OSX administration.
  • Mobile Device Management platform administration experience.
  • Experience with Microsoft 0365.
  • Sound knowledge of ITIL or similar framework in incident and problem management.
  • Experience with troubleshooting of application errors, usage of testing tools, and reporting software; ideally within financial services.
  • A degree in computing or project management courses/ ITIL certification.
  • A service and customer-focused approach to incident resolution and communication.
  • Exceptional oral and written communication skills.
  • Strong problem-solving and analytical skills – with an ability to think laterally.

What We Offer

  • Drop everything and learn with over 16,000 professional and personal development courses to choose from.
  • Discounted ING Health Insurance.
  • An additional Rest Day to support your wellbeing.
  • An IMPACT day to volunteer on approved sustainability activity.

About Us

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too. When you come to work at ING, you're joining a team where individuality isn't just accepted, it's encouraged. We've built a culture that's fun, friendly and supportive – it's the kind of place where you can be yourself and make the most of whatever you have to offer.

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