We are looking for a Helpdesk to join the team of our client - a reference company in the banking sector.

What will be your main tasks and responsibilities?

• Customer service and order processing (phone, email, portal)
• First-line incident diagnosis and resolution
• Escalation to second-line support when necessary
• ssistance with equipment and software installation/configuration
• Ensuring compliance with SLAs
• Remote support for financial equipment operators (cash recirculation, check processing, and other banking transactions)
• Ticket logging, analysis, diagnosis, and resolution of incidents involving financial products
• Analysis of errors/discrepancies and preparation of correction reports
• Forwarding requests to other teams (L2) whenever issues cannot be resolved at L1
• Coordination of activities among teams involved in the service
• Updating tools and incident management