Service Desk Specialist - Tieto Banktech (m/f/d)
Core
Execute Incident Management processes to resolve service interruptions and manage customer requests for banking/financial services clients in Nordics and UK.
Role type
Service Desk Specialist (Incident Management)
Builds
Application maintenance services for financial clients
Domain
Banking / Financial Services / IT Service Management
Deliverable
dashboards & analysis
Required skills
Incident Management, ITIL processes, Ticketing systems (JIRA, ServiceNow), SLA reporting, Risk escalation, Process standardization
Preferred skills
Banking experience, ITIL Foundation certification, 24/7 shift work experience
Technologies
JIRA, ServiceNow, Jira Service Management
Responsibilities
Execute Incident Management process, Log customer requests and resolutions, Coordinate incident activities across global teams, Escalate risks and issues, Support Incident Management reporting, Ensure accurate handling and closure of incidents, Monitor status and progress of open incidents, Reclassify incidents as needed
Seniority
Mid-level (4-6 years experience)