Service Desk Specialist | Nordea

Service Desk Specialist | Nordea

Praca w Gdynia

Firma: Nordea | Service Desk Specialist (Under Recommendation Policy)

Production Assurance is a subunit within Group Functions IT at Nordea and at the moment we are moving our application support and maintenance to Poland, therefore we are looking for motivated 1st Line of Support Analyst to join our Production Services team.

The position we offer
Your responsibilities will include:
  • Initial investigation and diagnosis of tickets for IT services, searching for solutions, communicating status to Users and IT support groups  
  • Identifying, evaluating and prioritizing Users’ tickets for incidents, requests and problems  
  • Routing and escalating tickets to internal 2nd and 3rd level of IT support groups and following tickets until closure  
  • Administering and providing Users’ accounts provisioning and performing user account management activities  
  • Registering and updating tickets in tickets handling system including their closure and documenting resolution knowledge.  
  • Helping and training users  
  • Ensuring that support SLAs, OLAs and UIC are strictly adhered to  
  • Archiving and updating operational documentation and procedures for services, applications and processes      
By joining the Nordea team you will gain:   
  • Opportunity to participate in ambitious international IT projects   
  • Access to the latest high-tech solutions and opportunity to specialize in other technologies 
  • Exciting projects in your own responsibility with diverse challenges 
  • Wonderful team spirit and a great working atmosphere in a friendly team 
  • Modern and friendly work environment with open door policy, 
  • Room for your own idea and suggestions for improvement 
  • Possibility to participate in training programs enhancing your qualifications   
  • Full Time position based on an employment contract   
  • Competitive salary and comprehensive benefits package, 
  • An incentive package that includes a medical services package for you and your family,   
  • Sports card,  
  • Catering and cinema tickets funding,  
  • A possibility to join a corporate life insurance scheme   
  • Access to Employee Pension Scheme  
  • Relocation package option  
  • Flexible work schedule and working from home (home office) 
The qualifications you need
  • Strong experience in acting as a team member in IT Service Organization, Customer Service or Call Centre.  
  • Problem-solving and trouble-shooting skills  
  • Strong written and oral communication skills in English  
  • Excellent customer service skills, including the ability to deal calmly, positively and professionally in tense or elevated situations and with upset or frustrated users  
  • Strong sense of service quality ownership and customer orientation  
  • BA / BS in Computer Science / Information  
  • Systems or equivalent experience is a plus 
More information and send application
Please include permit for processing personal data in CV as following: “I give my permission for the processing of my personal data that is essential for the recruitment process in Nordea Bank AB branch in Poland, in accordance with the Act of 29.08.1997 on the Protection of Personal Data (Journal of Laws No. 133, item 883 amended)”.
We reserve the right to reply only to selected applications



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