Expert IT Service Desk

For our Transactional IT Systems Department, we are looking for self-driven and motivated candidates for the position of

 IT Service Desk Expert

What we do:

Postbank is Top Employer for 2023, Bank of the year for 2021 and it is in top 5 Banks in Bulgaria. The bank is a decisive factor in innovation, in shaping the country’s banking trends in recent years and award-winning for its modern products. Eurobank offers a comprehensive range of financial products and services to its retail and corporate customers and holds a strategic position in retail and business banking in Greece, Bulgaria, Romania and Serbia, offers distinguished Wealth Management services in Cyprus, Luxembourg and London.

Job description:

An IT Service Desk Expert is responsible for providing technical support and assistance. They interact with bank employees by phone, by ticketing system and in-person to resolve their computer problems related to software and hardware issues and to help them get back up running smoothly again.

Here is the list of responsibilities and qualifications:

What you will be doing – main responsibilities:

• Serving as the first point of contact for bank employees seeking technical assistance over the ticketing system.

• Identify and diagnose issues and problems.

• Receives and manages requests for service, following agreed procedures.

• Provide high quality and efficient first level of support for the bank services and bank applications. Determining the best solution based on the issue and details provided by bank employees.

• Categorize and record reported queries and provide solutions.

• Support problem identification.

• Monitor issues from start to resolution.

• Escalate, if needed, unresolved problems to a higher level of support

• Performing remote troubleshooting through diagnostic techniques and pertinent questions

• Troubleshoot desktop computers, printers and peripherals related problems.

• Installs and maintains client software necessary for the proper operation of major banking applications.

What you will bring along:

• Unique personality that will complement and support our team

• Growth mindset

• Contribute to team innovation through ideas for process improvement and efficiency

• Patience for dealing with difficult customer-service situations.

• Experience as a help desk technician or other customer support role

• Able to work in a fast-paced environment that is intent on delivering solutions to its customers in a timely manner

• Must have an absolute commitment to service quality and customer focus.

• Tech savvy with working knowledge of office automation products, databases, and remote control

• Good understanding of computer systems, mobile devices and other tech products

• Ability to diagnose and resolve basic technical issues.

• Excellent communication skills

• Customer-oriented and cool-tempered

• University degree in the area of Information or related technologies;

• Good Command of English – written and spoken

• VB script, Jscript, ASP, HTML – Advantage

• Advantage Experience in a bank or financial institution is an advantage;

• Ability to work under tight deadlines.

While this is our ideal list, we will consider candidates that do not necessarily have all the qualifications but have sufficient experience and talent.

What we promise:

• Pleasant work environment in modern premises

• Excellent opportunities for professional and career development in one of the leading banks in Bulgaria; Flexible workplace, i.e., form several office locations in Sofia and from home.

• Excellent development opportunities with technical and managerial career paths.

• Competitive remuneration, social benefits, and financial security in challenging times.

• High working standards, interesting and dynamic job, good working climate.

Information regarding the processing of personal data is provided via our Privacy Statement 20180529-PB-A4-Uvedomlenie-GDPR-kandidati.pdf (postbank.bg)