Service Desk Officer (Wealth Management)
Service Desk Engineer (Wealth Management)


An international player in the Private Banking Industry, with HQ in Italy. More specifically, they operate within the segment of Wealth and Investment Management. Their product provides an easy-to-use decision support platform for the efficient and effective management of client assets by Relationship Managers, Client Managers and Portfolio Managers. It contains Portfolio Management, CRM, Client Reporting, Order Management System and Compliance functionality.


Mechelen, BE


The role of Service Desk Engineer includes:
- Manage incidents, service requests and changes in accordance with agreed policy and procedures to agreed customer service levels;
- Effectively communicate with the customer, during the lifecycle of a fault/incident;
- Communicate both proactively and reactively with all users, resolving teams and 3rd parties;
- Perform the Level 1 Incident actions to all Incidents before assigning to the appropriate resolver;
- Ensure all Incidents and Service Requests logged and resolved contain good quality information within them to allow effective management and reporting;
- Ensure that all  customers receive an industry leading customer experience with each contact and any issues or complaints are escalated appropriately;
- Carry out any agreed escalation of incidents not progressing in line with agreed Service Levels that cannot be resolved by the Service Desk and monitor their progress ensuring feedback to the customer;
- Close all Incidents and Requests with agreement from the customer;
- Monitor the sources for new Incidents and Service Requests.
- Execute the pre-release tests on new hotfixes before they go to clients.
- Together with the other teams, manage and backlog of incidents and their priority settings.


- Degree in IT, or equivalent through experience;
- Knowledge of the Microsoft platform (MS SQL Server, ...) is an asset;
- Knowledge of Citrix, VMWare, Remote Acces Software or TestTrack is an asset;
- Excellent verbal and written communication skills in English and Dutch/French;
- Helpdesk Support Experience.
- ITTIL certification


- Team player, flexible, accurate, hands-on mentality;
- Strong customer empathy.
- Able to work in an early shift (starting 8am) or in late shift (till 6pm)
- Flexibility to be on-call when required


- A challenging and progressive position within an international work environment;
- Permanent employment;
- Excellent remuneration pack (group insurance, hospitalization insurance, ...).


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