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Open nowPosted 45 days ago

Service Desk Supervisor - (CDI) (m/f)

Mitsubishi UFJ Investor Services & Banking (Luxembourg) S.A.

Where
Luxembourg
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Your applicationOpen nowService Desk Supervisor - (CDI) (m/f)Mitsubishi UFJ Investor Services & Banking (Luxembourg) S.A. · Luxembourg

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Early applications get read.

13.4% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.2%1 day
  2. 4.6%3 days
  3. 13.4%7 days
  4. 21.6%14 days
  5. 36.2%30 days
  6. 59.0%60 days
This job: posted 45 days ago

The posting

Mitsubishi UFJ Investor Services and Banking (Luxembourg) S.A. (MIBL) is a Bank incorporated in Luxembourg and is fully owned by Mitsubishi UFJ Trust and Banking Corporation, member of the Mitsubishi UFJ Financial Group, one of the largest financial groups worldwide.MIBL provides a wide range of financial services to institutional investors including depositary, custody, fund administration, and other banking-related services. MIBL now has an opening in its IT Department for a: Service Desk Supervisor- (CDI) (Ref: MIBLSDS_092026)Tasks and Responsibilities:Under the supervision of your hierarchical line, you are in charge of the following functions:• Provide Level 1 support and perform Service Desk Agent duties when required to ensure continuity of service, including during staff absences, peak workloads, Public Banking Holidays or other operational needs.• Coordinate, supervise and monitor the daily activities and workload of Service Desk Agents, ensuring appropriate allocation, prioritization and timely follow-up of incidents and service requests;• Monitor Service Desk performance against agreed service levels and KPIs, identify recurring issues or service gaps, and report relevant trends and improvement opportunities to the IT manager;• Act as the first escalation point within Level 1 support and ensure effective coordination with Level 2 support and external IT service providers when required;• Ensure consistency and quality in ticket handling, documentation, user communication and application of Service Desk procedures, manuals and knowledge articles;• Coordinate Service Desk coverage, plannings and workload distribution, including support arrangements during Public Banking Holidays, absences and other periods requiring specific coverage;• Provide Level 1 support and perform Service Desk Agent duties when required to ensure continuity of service, including during staff absences, peak workloads, Public Banking Holidays or other operational needs.• Coordinate, supervise and monitor the daily activities and workload of Service Desk Agents, ensuring appropriate allocation, prioritization and timely follow-up of incidents and service requests;• Monitor Service Desk performance against agreed service levels and KPIs, identify recurring issues or service gaps, and report relevant trends and improvement opportunities to the IT manager;• Act as the first escalation point within Level 1 support and ensure effective coordination with Level 2 support and external IT service providers when required;• Ensure consistency and quality in ticket handling, documentation, user communication and application of Service Desk procedures, manuals and knowledge articles;• Coordinate Service Desk coverage, plannings and workload distribution, including support arrangements during Public Banking Holidays, absences and other periods requiring specific coverage;Your Profile:• Good team coordination, communication and customer-service skills;• Good knowledge of Windows, Microsoft 365 and standard end-user applications;• Good knowledge of PC hardware, peripherals and basic network troubleshooting;• Good knowledge of Active Directory and basic user/access management;• Good knowledge of ITIL / IT Service Management and ITSM ticketing tools;• Good knowledge of basic IT security principles;• Good knowledge of Banking applications and IT support procedures;Salary range:73K – 75KIf you are interested in taking up this opportunity, please send your application letter with detailed curriculum vitae to:Mitsubishi UFJ Investor Services & Banking (Luxembourg) S.A.Attention: Human Resources Department287-289, Route d'ArlonL – 1150 Luxembourge-mail : <a href="mailto:[email protected]" rel="nofollow">[email protected]</a> Please be aware that in accordance with the law of July 23rd, 2016 the selected candidate will be requested to provide a criminal record (section 3).

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