For our Transactional IT Systems Department, we are looking for self-driven and motivated candidates for the position of

IT Service Desk Expert

What we do: Postbank is Top Employer for 2025, Bank of the year for 2021 and it is in top 5 Banks in Bulgaria. The bank is a decisive factor in innovation, in shaping the country’s banking trends in recent years and award-winning for its modern products. Eurobank offers a comprehensive range of financial products and services to its retail and corporate customers and holds a strategic position in retail and business banking in Greece, Bulgaria, Romania and Serbia, offers distinguished Wealth Management services in Cyprus, Luxembourg and London.

Job description: An IT Service Desk Expert is responsible for providing technical support and assistance. They interact with bank employees by phone, by ticketing system and in-person to resolve their computer problems related to software and hardware issues and to help them get back up running smoothly again.

Here is the list of responsibilities and qualifications:

What you will be doing - main responsibilities:

• Serving as the first point of contact for bank employees seeking technical assistance over the ticketing system.
• Identify and diagnose issues and problems.
• Receives and manages requests for service, following agreed procedures.
• Provide high quality and efficient first level of support for the bank services and bank applications. Determining the best solution based on the issue and details provided by bank employees.
• Categorize and record reported queries and provide solutions.
• Support problem identification.
• Monitor issues from start to resolution.
• Escalate, if needed, unresolved problems to a higher level of support
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Troubleshoot desktop computers, printers and peripherals related problems.
• Installs and maintains client software necessary for the proper operation of major banking applications.

What you will bring along:

• Unique personality that will complement and support our team
• Growth mindset
• Contribute to team innovation through ideas for process improvement and efficiency
• Patience for dealing with difficult customer-service situations.
• Experience as a help desk technician or other customer support role
• Able to work in a fast-paced environment that is intent on delivering solutions to its customers in a timely manner
• Must have an absolute commitment to service quality and customer focus.
• Tech savvy with working knowledge of office automation products, databases, and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills
• Customer-oriented and cool-tempered
• University degree (or in progress) in the area of Information or related technologies;
• Good Command of English – written and spoken
• Experience in a bank or financial institution is an advantage;
• Ability to work under tight deadlines.
• While this is our ideal list, we will consider candidates that do not necessarily have all the qualifications but have sufficient experience and talent.

What we promise:

• Pleasant work environment in modern premises
• Excellent opportunities for professional and career development in one of the leading banks in Bulgaria; Flexible workplace.
• Excellent development opportunities with technical and managerial career paths.
• Competitive remuneration, social benefits, and financial security in challenging times.
• High working standards, interesting and dynamic job, good working climate.