Service Desk Specialist - Tieto Banktech (m/f/d)

We are looking for an experienced Service Desk Specialist to lead and support IT service desk operations, ensuring timely resolution of incidents, service requests, and technical issues. The ideal candidate will act as a key escalation point, maintain high service standards, and contribute to process improvements while delivering exceptional end-user support.Tieto Banktech powers some of the Nordics’ most trusted banking systems with secure, reliable, and scalable solutions. Using automation, data, AI, and cloud, supported by hands-on guidance, we help banks modernize their core, strengthen trust, and deliver greater impact across the banking experience.

Application Management is making difference for our current and future customers in across the globe. 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
• Supports Incident Management reporting (KPIs and customer SLAs)
• Assists the CSM  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.
• 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, Jira Service Management and Service Now etc.
• Ready to work in extended hours/On-call support
• Experience in working in Service Desk operations in Email and Phone mode
• Experience in working in 24/7 model

 

As a person you are?

• Team player
• Having “Customer first” attitude
• Keen on developing existing competences as well as learn new ones
• Proactive and committed

We Offer

We offer you professional growth, meaningful projects, open culture and an outstanding work-life balance! We offer you an opportunity to create the future of a growing, fast-developing and important sector. We believe that our organizational culture is an important part of enabling you to be successful. We provide a flexible hybrid work model as part of our culture and way of working. Finally, we also believe in curiosity and learning as a lifestyle where you need to unlearn and relearn every day as new possibilities emerge.

 

Did we get you inspired?

We look forward to your application! Interviews will be held continuously, so we encourage you to apply today! For more information or questions, please contact [email protected]

Hope to hear from you soon!

Location: Pune

We perform background checks on all final candidates.  

Tieto declines calls from recruitment companies.

At Tieto, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m/f/d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity.

Diversity, equity and inclusion (tietoevry.com)