IT Customer Service Engineer

Business Unit

Responsibilities

Qualifications

Competencies

Comments

Strategy and Corporate Centre (SCC) - Information Technology Department (IT) - Operations and Client Services Division The successful candidate will implement and deliver IT customer support services for the Bank's Senior Management (members of the Management Committee and Directors General) through quick resolution of reported problems, proactive communication and advice in order to ensure customer satisfaction over a full range of services provided by the IT Department. The successful candidate will report to the Head of the IT Operations and Client Services Division. S/he will develop and maintain a close working relationship with the Bank's Senior Management community as well as interacting and collaborating with IT colleagues.

Develop, coordinate and/or direct the implementation of customer service strategies and processes throughout IT for Senior Management Conduct and/or participate in the identification, technical evaluation, testing, validation and implementation of new and existing products and emerging technologies to meet existing and anticipated Senior Management requirements Manage the relationship between Senior Management and Information Technology staff to ensure customer satisfaction Intervene to escalate problems to relevant IT team(s) and provide analysis that will help to identify short-term responses and workarounds pending longer term solutions Whenever required, ensure that additional technical analysis is carried out and propose longer term solutions Assume primary responsibility for IT customer support to Senior Management by acting as a first point of contact with users, by troubleshooting basic and more complex hardware and/or software issues, and by coordinating problem resolution across a variety of functional areas. This includes: - Responding to user requests for information and assisting in first level problem resolution - Setting priorities for the resolution of both technical and non technical issues - Liaising, communicating and reporting to IT team(s) on operational and production problems, as requested - Monitoring progress on problem resolution and handling communication to users at all stages of the problem resolution process and reporting achievements as well as inefficiencies to IT line managers Communicate proactively, provide technical advisory services as required, and propose and manage specific projects and initiatives (e.g. training sessions) to foster and improve the customer relationship with the Senior Management community

Full university degree preferably in Information Technology or a related discipline At least 3 years experience in IT function, part of which in technical support, development or sustaining engineering On-going knowledge of market trends and development in the IT sector Knowledge of monitoring, reporting and management tools Knowledge of project management principles, methods and practices Good technical knowledge, including Windows and Unix/Linux operating systems, network architecture and productivity/connectivity tools Excellent knowledge of English or French and a good knowledge of the other

Analysis and problem solving: analyses information thoroughly and effectively. Identifies the causes of problems and proposes realistic and practical solutions to address them Proactive communication: keeps people informed and shows willingness to listen and take others' views and perspective into consideration Initiative: demonstrates a proactive approach and does not wait to be prompted by others Customer focus: identifies and understands the customer's needs. Focuses on meeting those needs, ensuring both satisfaction and a continuing business relationship

Deadline for applications: 26th April 2009 For more info click here: www.eib.org/about/jobs/professional/it09www02.htm