Ogłoszenie

Team Leader - Service Desk, Gdansk

Nordea Markets is the leading international capital markets operator and investment banking partner in the Nordic and Baltic Sea regions.

Nordea Markets rely on Capital Markets IT to provide technology that will allow the bank to stand strong and excel in this environment. We, Capital Markets IT, are developers, business analysts, architects, project managers and other technologists working all over the world.

Using leading edge technologies, we develop high performance real-time systems, processing a large number of transactions daily, and supporting hundreds of users distributed across our offices world-wide.

At the beginning of 2014 we have opened a new IT Development Centre office in Poland, Tricity. Our ambition is to become a leading Capital Markets development unit with top quality developers.

Currently we are looking for:

SERVICE DESK Team Leader

(1st Level)

Location: Gdańsk

 

The position we offer:
 

We are looking for a leader to our Application ServiceDesk which is our important single point of contact for Wholesale Banking & Capital Markets.

Your role will be to:

  • Be responsible to bring the ServiceDesk to the next level

  • Ensure that incidents will be dispatched towards correct Remedy support groups

  • Keep KPIs for resolving incidents as 1st level

  • Ensure the team handle the service requests in Jira

  • Build and activate proactive monitoring (Based on Geneos)

  • Report and follow up on non-resolved requests

  • Facilitate initial draft problem reports after a major incident (Within same day)

  • Facilitate and assist WBCMIT 3rd and 2nd level with dialogue in Technology organisation

  • Resolve and dispatch incidents within SLA

  • Drive and own the reporting on SLA’s

  • Develop the team members to be ready for the next level of their career

  • Ensure first time fix rates in ServiceDesk
  •  Drive and push for moving all Level 1 tasks to the serviceDesk
       

    We offer:

  • Stable employment conditions in international environment

  • ITIL Operations approach

  • A chance to be a part of a new team

  • Challenging tasks

  • Company on a journey

  • Cafeteria benefits plan (life insurance, retirement program, sport card, private health care,cinema tickets)

  • Possibility to increase your knowledge and skills

The qualifications you need: 

  • Strong people and communication skills
  • ITIL foundation and knowledge of processes
  • Scripting knowledge (VBS, Powershell etc)
  • Deployment of client packages using automated tools
  • Operating System knowledge (Windows, Linux, Unix)
  • Experience with FTP or other means of transferring data
  • Knowledge  and practical experience of event monitoring

  • Talent for proactive problem solving

  • Database Knowledge (Oracle, SQL)
  • Jira Sharepoint and Java experience
  • Excellent English language skills
  • Readiness for business trips
  • Experienced leader with at least 4-6 years’ experience
  •  Experience from financial industry
  •  Minimum a related bachelor
 

More information and send application:

To apply for this position please send CV in English (including permit for processing personal data: I give my permission for the processing of my personal data that is essential for the recruitment process in Nordea Bank AB branch in Poland, in accordance with the Act of 29.08.1997 on the Protection of Personal Data (Journal of Laws No. 133, item 883 amended)).

We reserve the right to reply only to selected applications.