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

Overview

Service Desk Specialist responsible for Incident Management and application maintenance support, including logging, escalation, monitoring, and SLA compliance.

What you'll do

• Execute the Incident Management process per Tieto and project standards.
• Log customer requests and resolutions in the ticketing system.
• Coordinate and manage Incident Management activities across global customers and internal teams.
• Escalate risks and issues to the Incident Management Process Owner (CSM/SDM).
• Support Incident Management reporting, including KPIs and customer SLAs.
• Monitor open incidents’ status, progress, and communications; track resolution progress.
• Reclassify and close incidents and share/distribute related information.

What you'll need

• 4-6 years of relevant experience in a global service desk environment.
• Interpersonal and customer support service skills.
• Good verbal and written communication skills.
• Basic understanding of technologies; banking/financial services experience is a benefit.
• ITIL knowledge and foundation certification is a plus.
• Working knowledge of ITSM tools including JIRA, ServiceNow, Jira Service Management.
• Ability to work in shifts/on-call support and experience with 24/7 support and email/phone service desk operations.

Details

• Location: Pune, India.
• Work model: Hybrid.