Queue Monitoring & Reporting Analyst
[online recruitment]

Location: Wroclaw

Reference number: VR-51443

Project Description:

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.

Responsibilities

*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

Skills

*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

Our offer

Career and Professional Development

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)

Well-being

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)

Work-Life Balance

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

Career and Professional Development

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)

Well-being

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)

Work-Life Balance

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

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Informujemy, że administratorem danych jest Luxoft z siedzibą w Krakowie, ul. Bora Komorowskiego(dalej jako "administrator"). Masz prawo do żądania dostępu do swoich danych osobowych, ich sprostowania, usunięcia lub ograniczenia przetwarzania, prawo do wniesienia sprzeciwu wobec przetwarzania, a także prawo do przenoszenia danych oraz wniesienia skargi do organu nadzorczego. Dane osobowe przetwarzane będą w celu realizacji procesu rekrutacji. Podanie danych w zakresie wynikającym z ustawy z dnia 26 czerwca 1974 r. Kodeks pracy jest obowiązkowe. W pozostałym zakresie podanie danych jest dobrowolne. Odmowa podania danych obowiązkowych może skutkować brakiem możliwości przeprowadzenia procesu rekrutacji. Administrator przetwarza dane obowiązkowe na podstawie ciążącego na nim obowiązku prawnego, zaś w zakresie danych dodatkowych podstawą przetwarzania jest zgoda. Dane osobowe będą przetwarzane do czasu zakończenia postępowania rekrutacyjnego i przez okres możliwości dochodzenia ewentualnych roszczeń, a w przypadku wyrażenia zgody na udział w przyszłych postępowaniach rekrutacyjnych - do czasu wycofania tej zgody. Zgoda na przetwarzanie danych osobowych może zostać wycofana w dowolnym momencie.

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Why Luxoft?

Luxoft is built by Luxofters. Every member of our global team forms part of the backbone of our business, so we make sure to support the continual development of our dedicated workers. In addition, we build highly effective teams that are incubators of unparalleled accomplishment. The ethos guiding our investment into each and every Luxofter can be described by three words: we grow personally and professionally, we unite in team spirit and we lead on a global scale. We have a robust digital presence, so it is easy to become familiar with the company online. From participating in online events such as LoGeek Nights, listening to our TechTalk podcasts, reading Luxoft’s regular LoGeek Magazine, or honing your skills by joining one of our Luxoft Technology Series webinars, those interested in knowing more about Luxoft have numerous ways to get a feel for our company. Getting a vibe for Luxoft is only a click away. Join Luxoft and help create the tech innovations of tomorrow.