Service Desk Specialist

Nordea Group; Warszawa; On-site; PLN 71,000 - 85,000; Full time

Job summary

Nordea Group's Service Desk is seeking a dedicated Specialist to provide first-line IT support for end users in Warsaw. You will handle incidents via phone, chat, or ITSM tools, working with cross-team colleagues to resolve issues promptly.

You will join a hybrid-friendly workplace with shifts between 6:00 and 22:00, including weekends on a rotation. English is required (B2) and growth opportunities are available through internships in other IT teams after one year.

Qualifications

• 1 year of experience in a similar role or relevant education completed.
• English at level B2; strong communication skills.
• Knowledge of incident and request management (ITIL) is a plus.

Responsibilities

• Provide end-user support via phone, chat, or ITSM tools.
• Coordinate with other support groups to resolve incidents.
• Register, prioritize, and document incidents per procedures.
• Diagnose software and hardware issues to find solutions.
• Share knowledge to implement best practices.
• Commit to continuous learning and skill development.

Skills

English B2

Experience in service desk

Customer focus

ITIL knowledge

Education

Relevant education

Tools

ITSM tools

Job description

Welcome to Group Technology, where we pride ourselves on engineering solutions and direct Nordea’s transformation by providing a holistic technological view and structured understanding of the bank, and its surrounding environment to enable the Customer Vision and the Business Strategy.

We are looking for a Service Desk Specialist who will be responsible for supporting end users in case of appearing IT issues or standard requests according to defined processes and you will act as first level support. You will work together with other teams in order to solve tasks that require independent assessment and making own decisions on how they should be solved.

Nordea is a place where traditions meet tomorrow. We're not just a bank, we'rea tech employer on a mission to evolve finance securely and responsibly. Together, we impact millions of people’s daily lives by ensuring they can access our solutions anytime, anywhere, while safeguarding their personal data and wealth. Join us in making an impact on the banking industry.

About our team

Meet the Service Desk and Support team that acts with cross border incident management and request fulfilment, mostly for Scandinavian countries. As the Service Desk Specialist, you will be working with a lot of great colleagues in our new office in Warsaw. Please note we work from Monday till Sunday, covering shifts between 6:00 and 22:00, however, each team covers weekend shifts once every couple of months including Polish public holidays.

We offer a gross salary of PLN 7,000 and the possibility of career development through internships in other IT teams after one year of work experience.

Main responsibilities in this role:

• Provide support to end users through all appropriate channels, such as phone, chat or ITSM tools regarding any kind of IT-related issues
• Interact with other support groups in tasks related to IT infrastructure and applications in order to solve incidents
• Register, prioritize and document all incidents reported to the service desk using the relevant tools following the incident management procedure.
• Diagnose software and hardware issues in order to find the right solution and thereby help the end user
• Actively participate in knowledge sharing among colleagues in order to create and implement best practice
• Take responsibility for own learning and keep updated within own area of responsibility to secure continuous competence building and personal growth

Who you are

Your background and skills include:

• Communicating freely both in speaking and in writing in English – level B2
• A year of experience from a similar position or relevant education completed
• You are open-minded as a person and can-do approach when dealing with challenges
• You like to work in a role with high customer-focus and have good communication skills
• Knowledge of request and incident management, according to ITIL, will be considered an advantage

What we offer

Collaboration. Ownership. Passion. Courage. These are the values that guide us in how we work and how we make decisions – and that we imagine you share with us.

People are driven by many different factors. For some, it’s to take their career to the next level. For others, it’s to break new ground within their area of expertise – in other words, with us, you will always move forward.

A culture that fosters performance and growth in one of the largest Nordic banks, offering various opportunities to evolve, develop and learn from brilliant colleagues with diverse backgrounds in a vibrant working environment.

Hybrid working model – we believe in the value of bringing people together and at the same time we embrace the freedom of flexibility.

Diversity and inclusion are a natural part of our daily work. We know that an inclusive workplace is a sustainable one. We genuinely believe that our diverse backgrounds, experiences, characteristics and traits make us stronger together. Every day we strive to find new ways to improve diversity and inclusion within our community e.g. we have signed the European Diversity Charters in the countries where we operate to show our commitment and engage with others to continue learning and improving.

We enable dreams and aspirations for a greater good.

We build relationships. We add a personal touch to everything we do – when advising our customers, collaborating with colleagues, and meeting our potential candidates.

We learn and develop. We take pride in being experts and thinking ahead. We use our expertise to meet our customers’ needs, from the simplest to the most complex. We bring a growth mindset to our work that enables us to focus on a broader perspective in our daily challenges.

We lead change. We are responsible and aware of the impact of our decisions, both for our customers and for our local and global communities. Mindful of our responsibility towards current and future generations, we have made sustainability an integrated part of our business strategy.

We are Nordea. We have a 200-year history of supporting and growing the Nordic economies and our values are deeply rooted in these open, progressive and collaborative societies. As one of the biggest employers in the Nordics, Poland and Estonia, you have excellent opportunities to evolve, develop and move forward with us. Studies show that members of underrepresented communities don’t apply for jobs unless they tick all the qualification boxes. If this is part of why you hesitate to apply, we would like you to reconsider and give it a chance. Maybe your profile fits our needs much better than you think.