We are looking for a Senior Service Desk Technician!

The position is based in Bucharest, within our IT Operations area.

As Senior Service Desk Technician, you will provide advanced technical support, ensure high‑quality service delivery and play a key role in maintaining a stable and efficient IT environment. This role requires a proactive mindset, strong ownership and the ability to anticipate issues before they escalate. In addition to hands‑on technical work, you will supervise and guide another Service Desk Technician, ensuring consistent quality, proper prioritization and adherence to processes. You will act as a technical reference point for more complex issues and contribute to continuous improvement across tools, workflows and user experience.

Your role in our team

• Provide advanced first and second level support for incidents and service requests

• Troubleshoot, configure and install hardware and software both remotely and on‑site

• Take ownership of complex issues and ensure clear, timely communication with users

• Supervise and guide the work of another Service Desk Technician, ensuring quality and process compliance

• Support workload prioritization and act as a technical escalation point

• Ensure accurate documentation, asset updates and adherence to ITIL processes

• Collaborate with internal teams for system rollouts, upgrades, patching cycles and operational projects

• Contribute to knowledge sharing, documentation and user training initiatives

• Participate in planning, testing and implementing new IT systems

• Maintain and update infrastructure related to the Personalisation Centre (patching, workstation/server support, documentation)

What we expect

• Bachelor’s/Master’s degree in IT, Computer Science or related field

• Strong experience in installing, configuring and troubleshooting Microsoft‑based environments

• Solid knowledge of Windows 11, Windows Enterprise and Office 365

• Experience with Service Desk processes, end‑user support and ticketing systems (ManageEngine MSP is a plus)

• Experience with SCCM, SolarWinds and Outlook 365 troubleshooting

• Basic Active Directory administration (users & security groups)

• Incident Management experience, including communication and expectation management

• ITIL Foundations certification

• Strong communication skills and a customer‑centric mindset

• A proactive, hands‑on approach with the ability to anticipate needs and prevent issues

• Very good English skills

Personal attributes

• Friendly, approachable and able to interact with users of varying technical levels

• Well‑organized, analytical and attentive to detail

• Able to work under pressure and in complex environments

• Team‑oriented, supportive and willing to guide colleagues

• Flexible and able to adapt to structured or dynamic schedules

In ProCredit Bank we can offer you

• A pleasant, dynamic and open working atmosphere and an international team

• Flat hierarchies and short decision paths

• A value-driven working environment focused on sustainability, transparency, and long-term development

• Comprehensive company benefits including healthcare subscription, meal tickets, Bookster, 7Card subscription and hybrid work arrangement

... And It’s also about having fun and sharing experiences with great people!