Service Desk Specialist

Job Description

We are looking for a customer-focused Service Desk Specialist to provide Level 1 support for critical banking applications. The successful candidate will be responsible for monitoring application health, managing incidents and service requests, performing initial troubleshooting, and ensuring timely resolution or escalation of issues while maintaining high levels of customer satisfaction.

Experience in banking is not mandatory; however, candidates should be comfortable working in a fast-paced environment supporting business-critical applications that process high volumes of customer and financial transactions.

Key Responsibilities

• Monitor application alerts, dashboards, and operational queues.
• Receive, log, categorize, and prioritize incidents and service requests using Jira Service Management, ServiceNow or similar ITSM tools.
• Perform first-line diagnosis and troubleshooting using documented procedures and knowledge articles.
• Escalate unresolved issues to relevant support teams while ensuring complete and accurate handover.
• Track incidents and requests through to closure and provide regular status updates to users.
• Execute routine operational checks and validation activities.
• Participate in shift handovers and maintain accurate operational documentation.
• Support major incident communications by providing timely updates and coordination.
• Contribute to process improvements and knowledge management activities.
• Adhere to SLA targets, support procedures, and organizational security policies.

Must-Have Skills & Qualifications

Technical Skills

• 3-5 years of experience in a Service Desk, Help Desk, IT Operations, or Application Support role.
• Strong understanding of Incident, Request, and Change Management processes.
• Experience using ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.
• Basic understanding of application troubleshooting, log analysis, and issue triaging.
• Understanding of file transfer mechanisms (FTP/SFTP) and scheduled job monitoring.

Professional Skills

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Customer-focused approach with a commitment to service excellence.
• Ability to prioritize workload and manage multiple tasks simultaneously.
• Strong attention to detail and documentation practices.
• Ability to work effectively in a 24x7 support environment.
• Demonstrated ownership, accountability, and teamwork.

Education

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.

Good-to-Have Skills

• Exposure to supporting business-critical or customer-facing applications.
• Experience working in regulated industries such as Banking, Financial Services, Insurance, Healthcare, or Telecommunications.
• ITIL Foundation certification.
• Basic knowledge of APIs and web-based applications.
• Familiarity with cloud platforms such as Microsoft Azure or AWS.
• Experience with knowledge management and self-service support models.

Join our team and help ensure the reliability and availability of critical banking applications that support customers and business operations around the clock.

Qualifications

Additional Information

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.
Diversity, equity and inclusion | Sustainability | Tieto

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