[online recruitment]
TSD (Technology Service Desk) is a Global Support function provides the first point of contact for all the banks users for any issues they experience associated with their working environment, typically associated with, but not limited to the Global desk top products and applications used by the bank.
*Monitoring the queues and assign the incidents before missing Response time SLA *Tickets to be assigned with respective Support Engineer according to required skills sets *Follow up with engineer for closing the tickets those are going to be SLA breached *Assigned the tickets which are out of scope to Service Desk/Other Teams. *Daily Report on Incidents/Change/Problem tickets and SLA status *Shift Handover to Next Queue Manager *Summary report on all Major incidents happen on that day *For high number of repeated incidents, you need to relate the incidents with Parent incident and cancel the duplicate incident by marking the parent ticket info. *Detailed reporting with sub-metric drill downs and also summary dashboards have to be published *Trend analysis to be done and data for various time periods readily available *Reports to be generated and published at specific and pre-determined times and days
*Minimum experience of 2 years with 12-18 months of relevant experience in similar role *Process Knowledge ( IM/CM/PM/SR) *Escalation Matrix & entire Team contacts *Incident categorization *Generating the reports from ticketing tool *Working knowledge of service desk reporting tools like Service Now or any other similar tools. *Flexible and able to respond to change *Solutions focused with a can do attitude *Ambitious and respectful to others *Good communicator *Effective team worker *Proficient in the use of modern business technologies
- International projects for clients all over the world
- Competitive salary
- Individual development plan
- Managerial Targeted Training programs
- BRIDGE Mentoring Program
- Luxoft Training Center
- Language Classes
- Self-learning online library
- Global Relocation Program
- Internal Mobility (a chance to gain experience in varied projects and technologies)
- Professional communities for knowledge-sharing (Agile, Tech, Business)
- Group Life Insurance
- Travel Insurance
- Private Healthcare (dental care, unlimited consultations of specialist physicians)
- Medical costs reimbursement for employees
- Benefit Program (Cafeteria and Multisport Card)
- LuxGood Program (a wide range of health and well-being initiatives)
- After-hours groups (sport, trips, board games, cultural activities)
- Company and Team events
- BeLux - discount offers program (banking, car leasing, other)
- Convenient locations in modern offices
- International projects for clients all over the world
- Competitive salary
- Individual development plan
- Managerial Targeted Training programs
- BRIDGE Mentoring Program
- Luxoft Training Center
- Language Classes
- Self-learning online library
- Global Relocation Program
- Internal Mobility (a chance to gain experience in varied projects and technologies)
- Professional communities for knowledge-sharing (Agile, Tech, Business)
- Group Life Insurance
- Travel Insurance
- Private Healthcare (dental care, unlimited consultations of specialist physicians)
- Medical costs reimbursement for employees
- Benefit Program (Cafeteria and Multisport Card)
- LuxGood Program (a wide range of health and well-being initiatives)
- After-hours groups (sport, trips, board games, cultural activities)
- Company and Team events
- BeLux - discount offers program (banking, car leasing, other)
- Convenient locations in modern offices