Service Desk Agent - (CDI) (m/f)

Tasks and Responsibilities

Under the supervision of your hierarchical line, you are in charge of the following functions

• Assure appropriate first-level assistance and timely support to MIBL staff for IT-related incidents, service requests and user issues;
• Provide first-level troubleshooting and resolution for common hardware, software, network, access and workplace IT issues;
• Assure efficient and professional follow-up on Level 1 support activities, ensuring incidents and requests are properly logged, categorized, prioritized and tracked;
• Maintain accurate and up-to-date Service Desk knowledge articles, manuals, support procedures and troubleshooting documentation covering the Bank's IT environment and standard applications;
• Assist in the onboarding, offboarding and modification of user accounts, access rights and IT equipment in accordance with established procedures and security requirements
• Provide appropriate support for the installation, configuration and basic maintenance of standard IT software and hardware equipment within the MIBL premises;
• Ensure proper communication with users regarding the status, progress and resolution of their incidents and service requests;
• Provide first-level support and appropriate escalation during Public Banking Holidays;
• Perform basic monitoring and operational checks of IT services and systems as defined in Level 1 procedures, and promptly escalate any anomalies to Level 2 support;
• Escalate unresolved or complex incidents and service requests to Level 2 support or other appropriate IT teams, ensuring that all relevant troubleshooting information and actions already performed are properly documented;
• Immediately report suspected IT security incidents, phishing attempts, malware, unauthorized access or other security concerns to the appropriate IT/Information Security contact;

Your Profile

• Good knowledge of Windows, Microsoft 365 and standard end-user applications;
• Good knowledge of PC hardware, peripherals and basic network troubleshooting;
• Good knowledge of Active Directory and basic user/access management;
• Good knowledge of ITIL / IT Service Management and ITSM ticketing tools;
• Good knowledge of basic IT security principles;
• Good knowledge of Banking applications and IT support procedures;

• Salary Range: 58k – 61k
• Please be aware that in accordance with the law of July 23rd, 2016 the selected candidate will be requested to provide a criminal record (section 3).