Service Desk Specialist

Job Description

Application Management is making difference for our current and future customers in Nordics and UK. Aim of unit is to provide best quality application maintenance service in reasonable and competitive price.

Increasingly often customers require a high quality, efficient support service 24 hours a day, regardless of their geographical location.

In order for the business to be able to develop properly it is essential that customers and users perceive themselves to be receiving a rapid and customised service that helps them by:

• Resolving service interruptions rapidly.
• Raising service requests.
• Reporting on compliance with the SLAs.
• Identifying process improvement areas.

With us you will be responsible for?    

• Executing the Incident Management process in adherence to Tieto and Project standard
• Log all customer requests and resolutions in the ticketing base system
• Coordinate and manage the Incident Management process activities across global customers and internal teams involved.
• Escalates risks and issues to the Incident Management Process Owner i.e. CSM/SDM
• Supports Incident Management reporting (KPIs and customer SLAs)
• Assists the CSM/SDM in driving Service management best-practice and ITIL process standardization
• Assists Teams involved in ensuring consistent end-to-end application of the Incident Management process across different customers
• Is responsible for the complete process adherence and handling of incidents according to SLAs in co-ordination with CSM/SDM.
• Ensuring accurate handling of incidents
• Supervising ownership, monitoring including status and progress, tracking, communication of open incidents
• Monitoring the status and progress towards resolution of all open incidents
• Reclassifying incidents, when the original classification is not appropriate
• Closing of incidents and distributing related information and/or delegating incident closing to Incident Agent or Specialist
• Must demonstrate a sense of urgency, initiative, sense of ownership and willing to learn in a new environment

We expect you to have?

• 4-6 years of relevant experience in a global service desk environment
• Good interpersonal and customer support service skills
• Good Verbal and Written communication skills
• Basic understanding of technologies
• Banking experience/ Financial Services background experience is a benefit
• ITIL knowledge and foundation certification is a plus
• Knowledge and working experience of ITSM tools such as JIRA, Service Now, Jira Service Management etc.