Customer Support Specialist - Tieto Banktech (m/f/d)
Core
Monitor bank solutions and infrastructure, handle customer inquiries via phone and internal systems, and ensure incidents are resolved within SLAs.
Role type
Level 1 IT Support Specialist (Banking)
Builds
Banking operational stability and customer service
Domain
Banking / IT Operations
Required skills
IT support, incident management, SLA adherence, stakeholder communication, process improvement, prioritization, escalation management
Preferred skills
Banking experience, automation
Technologies
Internal ticketing systems, monitoring tools
Responsibilities
Monitor bank solutions/infrastructure, follow up on alarms and implement actions, receive and follow up on customer inquiries via phone and internal system, ensure cases have correct priority, clarify responsibilities and route cases to relevant technical teams, follow up that cases are resolved within SLAs, collaborate closely with Level 2 and escalate cases needing progress, maintain customer notifications for major incidents, contribute to improvement of Service Desk processes and routines, collaborate closely with the Problem team and provide input on follow-up areas