Service Desk Agent (all humans)

Make a difference in the financial life of millions of people: At Erste Digital you are co-creating the digital future, in which better financial health is possible. #believeinyourself

We are part of Erste Group – the largest banking group in Central and Eastern Europe with more than 2,500 branches and over 45,000 employees. Our more than 2,000 IT experts and enthusiasts are the bank's Digital Muscle.

As an IT Service Desk Agent at Erste Digital, you are the first contact for customer inquiries whether via web ticketing system, email or by telephone. You determine and qualify the needs of our customers, provide quick help if possible and ensure professional support by further expert teams within Erste Digital.

What to do:

• Act as single point of contact to incoming and existing customer requests

• Request pre-processing and quality assurance to determine type and quality

• Interact with customers and provide first resolution through known problems

• Improve customer service, perception, and satisfaction with fast turnaround of customer requests.

• Route incoming and existing issues to appropriate internal support groups

• Monitor open service tickets to make sure the team is meeting customer SLA’s.

• Keeping customers informed of incident resolution progress, notifying them on service impacts

• Ensure efficient flow of requests from start to finish

• Escalate requests that cannot be scheduled within agreed service levels.

• Participate in process improvement efforts

• Act as knowledge worker and maintain our knowledge base

You check these boxes:

• IT and banking business awareness: ability to appropriately solve or match requests to internal support groups and ask the right questions to properly document all incoming requests

• Knowledge of service desk support tools, familiarity with ITSM systems and practices

• Interpersonal skills: such as communication skills, active listening and customer-care

• Self-motivation with the ability to work remotely from home and modern shared space office

• Customer focus and adaptability to different personality types

• Fun, patience and understanding

• Provide bilingual Support in German and English
  

Why you will like us:

• Possibility to benefit and learn from our international, talented and passionate community at Erste

• Interest groups and clubs: Take part in discussions and get involved in projects. Numerous interest groups invite you to engage with a topic

• Health Centre – The Erste Campus operates a fully equipped health center that offers all employees a high standard of medical services during working hours.

• Employee benefits – Benefit from special conditions for financial services and insurances, supermarkets, clothing stores and many more.

• Employee Referral Program – Become a talent scout for career opportunities in IT. We are rewarding every successful referral for Erste Digital

• A competitive and performance-related salary dependent on your professional and personal qualifications is granted - the minimum wage for this position in accordance with the respective collective agreement is EUR 53.802,-- gross per year. But this is just a formality, we are more than happy to discuss your actual expectations.
  

The way we are:

Erste Group considers the diversity of its employees as key to innovation and success. As employer we are proud to offer everyone equal chances, irrespective of age, skin colour, religious belief, gender, sexual orientation or origin.