Our Service Centre team is growing and is seeking an analytical and customer focused Service Desk Analyst to join our Tech Operations division. Here you’ll be responsible for ensuring application support for all Microsoft Office, customised off the shelf solutions, bespoke in-house applications as well as a number of other industry standard office applications.

You’ll also have the responsibility of application software updates, system recovery and troubleshooting, escalation of application errors with setting of customer expectations and consistently meeting them through regular communication.

With various career pathways, exposure to new systems, and a fantastic working environment; this is the perfect next step in your career!

What are you going to do? You’ll be…

• Providing outstanding customer experience to the internal customers on technical issues reported to the Service Centre by phone, in-person, e-mail and self-service systems

• Monitoring Service Desk tickets assigned and process based on priority and agreed SLA’s and taking incoming calls and raising of appropriately categorised tickets for relevant teams

• Taking ownership reported incidents through to resolution, making use of the one and done policy

• Escalating of high risk incidents as appropriate via the Application Support team

• Supporting IT project team members in support of staff on business applications

• Providing application support for all Microsoft Office, COTS, bespoke in-house applications as well as a number of other industry standard office applications

• Analyzing trends in reported errors and notification of Application Support to emerging trends in incidents

• Providing VIP 24/7 On-Call Support on a rotating roster basis

• Complying with all ING policies and procedures

What are we looking for? You’ll have…

• 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 in oral and written communication;

• Strong problem solving and analytical skills – with an ability to think laterally

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.

We give people the freedom to take risks, think differently, take ownership of their work, and make great things happen. We're here to help you get ahead. And with our global network, there's plenty of scope to take your career in new directions, perhaps even ones you've never considered.

People of all ages, sexual orientations, cultures and backgrounds are welcome to apply - likewise if you're living with a disability, or you have family or caring responsibilities.

Sound like the kind of place you'd feel at home? We'd love to hear from you.

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please