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

About the Position

We are seeking a Service Desk Specialist for Tieto Banktech to join our team in Pune, India, providing high-quality application maintenance service.

Responsibilities

• Executing the Incident Management process in adherence to Tieto and Project standards
• Logging all customer requests and resolutions in the ticketing base system
• Coordinating and managing the Incident Management process activities across global customers and internal teams involved
• Escalating risks and issues to the Incident Management Process Owner (i.e., CSM/SDM)
• Supporting Incident Management reporting (KPIs and customer SLAs)
• Assisting the CSM/SDM in driving Service management best practices and ITIL process standardization
• Assisting teams in ensuring consistent end-to-end application of the Incident Management process across different customers
• Ensuring complete process adherence and handling of incidents according to SLAs in coordination 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 incidents and distributing related information and/or delegating incident closing to Incident Agent or Specialist
• Demonstrating a sense of urgency, initiative, sense of ownership, and willingness to learn in a new environment

Requirements

• 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.
• Ready to work in shifts/On-call support
• Experience working in Service Desk operations in Email and Phone mode
• Experience working in a 24/7 model

We Offer

• Permanent working contract
• Hybrid work model
• Challenging job
• Multinational company environment, English use on a daily basis
• Trainings, certifications, and English lessons
• Career path and personal growth

About the Company

We are Tieto, a leading software and technology consulting company. We provide customers across different industries with mission-critical solutions through our specialized software businesses Tieto Caretech, Tieto Banktech, and Tieto Indtech, as well as Tieto Tech Consulting business.

Our around 14,000 talented vertical software, design, cloud, and AI experts are dedicated to empowering our customers to succeed and innovate with the latest technology.

Tieto’s annual revenue is approximately EUR 2 billion. The company’s shares are listed on the NASDAQ exchange in Helsinki and Stockholm, as well as on Oslo Børs.

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.

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• Tieto only communicates via @tieto.com email addresses.
• We never ask candidates to pay fees or share financial details during recruitment.
• If you receive a suspicious message claiming to be from Tieto, don't respond - verify it via our official careers site.
• For more information visit Important Advisory Regarding Recruitment Fraud | Tieto Blog.