Overview
IT Specialist role providing on-site IT support in a banking/trading environment. Responsible for end-user support, IT service delivery, application and infrastructure support, governance, risk control and customer experience aligned with ITIL lifecycle and security standards.
Key Responsibilities
• Provide deskside and end-user support for hardware, software and business/trading applications
• Act as single point of contact for IT incidents, service requests and application access/authorization
• Install, configure, maintain and upgrade IT components and end-user devices
• Manage incidents, IMAC, problem, change and release activities (ITIL v3 lifecycle)
• Perform diagnostics and root cause analysis across hardware, software and network issues
• Ensure compliance with IT security policy and IT asset governance
• Perform and support IT risk assessments and internal/external audits (e.g. SAS70)
• Manage major incidents and crisis resolution processes
• Create and maintain business-aligned Service Level Management processes (SLA/KPI/MIS)
• Support standardized IT processes (Incident, Problem, Change, Release, Capacity, Availability, Event)
• Coordinate with vendors and ensure SLA/KPI performance
• Support Business Continuity (eBCM) and proactive maintenance
• Participate in SDLC lifecycle (architecture, design, build, testing, QA, UAT, deployment)
• Analyze business and system requirements and support application lifecycle
• Develop and maintain local, internet and intranet applications
• Ensure correct operation of locally used and in-house applications
• Provide reporting and analysis of customer and financial data
• Manage projects as Project Manager or Project Member
Technical Environment
• Windows OS, Microsoft Office/O365, Teams, Active Directory, Citrix, TCP/IP
• Mobile devices (iOS, Android), laptops, desktops
• ServiceNow or equivalent ITSM tools
• Market data / trading systems (Bloomberg, Reuters) advantageous
Skills & Qualifications
• 3–5 years experience in IT support / EUC / Field Services
• Strong knowledge of ITIL v3 service lifecycle
• Knowledge of IT governance, audits and information security
• Strong analytical and troubleshooting skills
• Experience in vendor and stakeholder management
• Ability to work in high-pressure environments
• Strong communication skills
• ITIL / Microsoft certifications advantageous
• University degree in Information Technology or related field
• Fluent in Dutch and English
Additional Requirements
• Onsite role (5 days/week) with shift / on-call support
• Ability to handle walk-ins and scheduled support efficiently
• Strong focus on user experience, training and technology adoption
• Experience in banking / regulated environments advantageous
