IT Service Analyst

HRO Digital is an international company providing recruitment support within #Fintech, #Finance and #Banking market in EMEA. We connect the most innovative organizations with the best people in the market. We conduct systematic market research, which allows our Digital Teams to be a step ahead of the competition.

Currently we are looking for IT Service Analyst to join one of the biggest banks in Cracow!

You will provide exceptional 1st and 2nd line service support and customer service to the first direct business in one of the biggest international banks. What else? You will be also responsible for undertaking a range of activities to assist in delivery of IT services and have a broad understanding of supporting technologies and Service Management disciplines.

KEY RESPONSIBILITIES:
To support 1st and 2nd line technical support queries from first direct colleagues to minimise disruption to delivered services
To take ownership of user incidents, perform a technical diagnosis and fix the issue or work with resolver groups.
To work within defined SLA thresholds for incident(s), request(s) and problem(s).
To ensure the correct use of call logging system.
Responsible for the ongoing maintenance, management and utilisation of AppD, Patrol and Splunk event management and monitoring systems to ensure pro-active response to potential disruption.
To lead on Major Incident Management engagement with support from shift managers and escalation managers.
To contribute to the formulation of Management Information on Incident handling and customer experience.
To foster service improvement across the Incident Management team and responsibilities.
Taking care of high degree of customer service.

Requirements:
Experience of working within an ITIL based Service Management environment
Experience of working within a large scale IT Service Delivery environment
Ability to quickly understand complex service architecture and inter-dependencies
Willingness to understand new technologies
Ability to provide support to services delivered across a broad range of technologies including:
Network infrastructures, Database, Application and Network layers, zSeries Mainframe, Mobile apps for iOS and Android, API
Good interpersonal skills and an effective communicator

The offer:
Stable job in professional team
Competitive salary, UoP contract + annual bonus
Interesting path of career in an international organization
Private health care, employees' benefits
Contact with top IT technologies available in the market
Ability to work from home and flexible working hours
Parking few minutes away from the office
Relax room (with massage chairs and area for yoga/stretch), game room, bicycle racks in the underground garage and around the office, showers dedicated to cyclists
Casual dress code

HRO Digital is an international company providing recruitment support within #Fintech, #Finance and #Banking market in EMEA.

We connect the most innovative organizations with the best people in the market. We conduct systematic market research, which allows our Digital Teams to be a step ahead of the competition.