Luxoft is a global leader in high-end software development.
Luxoft is looking for talents with a passion for technology & ready to create original solutions. Once on board, you are invited to expand your knowledge & skills, offering you a continuous learning experience helping you stretch your potential.
So if you’re enthusiastic by the idea of accessing cutting edge technology & innovation to make an impact, why don't you join us?
Responsibility for the daily operational activities of Service Desk (1st line) of support.
Focus on provision of Production Assurance IT services to the business & other IT users using extensively ITIL methodology and lifecycle to improve existing and new IT service activities.
Overseeing operational activities of Service Desk for one or more (virtual Service Desk) operational delivery centres.
Proactive identification and implementation IT services improvements in operational delivery centres.
Management and development all operational staff. Overseeing recruitment process.
Attending Change Advisory Board meeting and approving transition into production environment of new systems and services.
Responsibility for quality and compliance with of ITSM processes in 1st line of support, including: incident, request, problem, change, release capacity and availability management.
Ensuring that staffing and skills levels are maintained throughout operational hours by managing shifts staffing schedules etc.
Making sure knowledge and duties transition from 2nd to 1st line of support is effective.
Management of operations in 1st line of support including:
- Initial investigation and diagnosis of tickets for IT services, searching for solutions, communicating status to Users and IT support groups. Solving tickets if possible, otherwise escalating them to 2nd Line of Support.
- Providing ticket analysis and resolution for Users.
- 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.
- Responding to telephone calls, email, instant messages etc.
- Registering and updating tickets in tickets handling system including their closure and documenting resolution knowledge.
- Helping and training users.
Proving of Service Desk reports on operational delivery performance and quality.
Ensuring that support SLAs, OLAs and UIC are strictly adhered to.
Escalating tickets at risk of breaching SLA/OLA to process coordinator/manager
Management of archiving and updating operational documentation and procedures for services, applications and processes.
2-5 years of experience as Service Desk Manager in IT Service Organization.
Problem-solving and trouble-shooting skills.
Strong written and oral communication skills in English.
Strong sense of ownership of IT services quality, and customer orientation, ability to proactively follow up on customer issues.
Strong ITSM processes orientation.
Ability to diagnose, troubleshoot, obtain results, and provide solutions for a broad range of technical problems.
Ability to understand the global corporate picture. Expertise in retail banking area highly desirable.
BA / BS in Computer Science / Information Systems or equivalent experience.
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 Service Desk Manager to join our Production Services team.