Kickstart your career in IT with Cegeka! Join our dynamic IT Service Desk team and support one of Romania’s largest banks-Cegeka’s strategic customer. This is your chance to grow in a collaborative environment, gain hands-on experience with cutting-edge technologies, and make a real impact on customer satisfaction.

We’re building a Team-as-a-Service model with 10 skilled IT Help Desk professionals, guided by an experienced Team Lead. Together, we act as the vital link between the bank’s IT systems and its customers, ensuring smooth operations and exceptional service.

If you’re passionate about technology, eager to learn, and thrive in a team-oriented setting, this is the perfect role for you!

What you will do:

• Act as the primary point of contact for calls, emails, and tickets within agreed service level agreements.
• Escalate urgent incidents to standby agents.
• Examine assigned tickets/problems, evaluating complexity, impact, and priority.
• Provide Level 1 support as the single point of contact for ING users.
• Log, categorize, prioritize, and triage incidents and service requests.
• Resolve common issues such as password resets, VPN/Wi-Fi connectivity, O365/Teams/Outlook basics, print/scan, and standard application access.
• Escalate and hand over to L2/L3 teams with active ownership and follow-up.
• Create and curate knowledge base articles, applying KCS practices for continuous improvement.
• Provide monthly service reporting and optimization proposals.
• Ensure compliance with GDPR, Romanian banking security policies, and confidentiality agreements.

What you need to succeed:

• Excellent Romanian and English skills (written and spoken).
• Potential or proven excellent customer support skills.
• Good technical skills in hardware/software troubleshooting and remote connectivity (3–6 months minimum, up to 1 year experience in a similar role).
• Team spirit and customer-centric mindset.
• Familiarity with Windows/O365 fundamentals (mandatory).
• Nice to have: VPN/network basics and banking apps (training provided).
• Ability to work in a bilingual environment (Romanian and English B1 or B2).
• Resilience and adaptability to rotational schedules and cross-training.

Beyond technical knowledge, we value the qualities that make collaboration and customer experience exceptional:

• Team Spirit – You thrive in a collaborative environment and enjoy working together to achieve common goals.
• Customer-Centric Mindset – You put the customer first, ensuring every interaction is helpful and solution-oriented.
• Adaptability – You embrace change and can quickly adjust to new processes, technologies, and priorities.

What we offer:

• 22 working days annual vacation.
• 3 sick days per year (no medical certificate required).
• Floating days for public holidays falling on weekends
• Seniority day added every 3 years in the company.
• Medical insurance at Signal Iduna.
• Performance-based annual bonus prorated by worked months.
• Access to an online benefits platform with a 690 RON monthly allowance for wellbeing, financial, or retail packages.
• Financial support for childbirth or unhappy events.
• Learning and development opportunities with budget for certifications and/or trainings.

*In certain cases, selected candidates will be contacted by a partner recruitment agency.

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