IT Service Analyst
HRO Digital
Lisbon, Portugal
há 1 dia
source : Just Join IT

IT Service Delivery (regular)

1st and 2nd line (regular)

ITIL (regular)

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.

Do you want to work for one of the world’s largest global banks? Want to be a part of its exciting digital transformation?

Well, our Client offers just that. It’s exciting times here and if you’re looking for a role that will give you the opportunity to grow.

Whether you want a career to take you to the top or simply take you in a new direction, we offer fantastic opportunities, support and rewards that will help expand your career.

Our Client remains at the forefront of software development by delivering top quality, customised banking solutions across 60+ countries.

Increasingly our digital products are becoming the first point of contact for over 50 million customers, allowing us to embrace a rapid rate of change, the adoption of new technologies and utilise agile delivery methods.

We believe in creating fantastic products with exceptional customer experience, ones that seamlessly integrate into our customer’s lives.

Our Digital teams are an integrated global group of over 3500 technologists and commercial thinkers, working across our offices in London, India, China, Hong Kong, the US, Canada, Poland and Mexico.


The IT Service Analyst provides exceptional 1st and 2nd line service support and customer service to the UK business. Responsible for undertaking a range of activities to assist in the effective and efficient delivery of IT services, the IT Service Analyst will have a broad understanding of supporting technologies and Service Management disciplines, the ability to build strong and effective work relationships across a range of internal and external stakeholders and business representatives, and have the ability to manage conflicting demands and tensions during high pressure situations.

Your responsibilities

  • To support 1st and 2nd line technical support queries from UK colleagues to minimise disruption to delivered services through resolution or workaround.
  • To take ownership of user incidents, perform a technical diagnosis and fix the issue or work effectively and productively with resolver groups.
  • To research the root causes of incidents, make temporary solutions (workarounds) available, and develop final solutions for known errors with collaboration with resolver groups.
  • Engage in proactive problem management by analysing trends or historical data of incidents and services.
  • To work within defined SLA thresholds for incident(s), request(s) and problem(s).
  • To ensure the correct use of call logging system to ensure the ability to undertake trend analysis.
  • To ensure the ongoing maintenance, management, and utilisation of AppD, Patrol and Splunk and other event management and monitoring systems to ensure pro-active response to potential disruption.
  • To lead on Major Incident Management engagement with the Command Centre Operations.
  • Our 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
  • Ability to quickly understand the first direct business systems to be supported and the value streams underpinned by these
  • Aptitude to understand new technologies with a view to providing support to the first direct business using those technologies
  • Ability to provide support to services delivered across a broad range of technologies including :
  • o Network infrastructures

    o Database, Application and Network layers

    o Mobile apps for iOS and Android

    We offer

  • Long-term job in one of the largest banking and financial services organization in the world
  • Competitive salary, UoP or B2B contrtact
  • 100% remote work (Poland based) and shift working pattern (24 / 7)
  • Contact with the best IT technologies available in the market
  • Guarantee that solution built will be wildly used and globally recognized, hopefully making customers happy by simplifying their interaction with a bank
  • Personal development and growth opportunities within the bank, long term relationship even for contracting roles
  • Ability to work in an environment where quality is put over quantity, where it is understood that technical excellence speeds up not delays delivery
  • A place where you will be given space to take ownership and accountability for your work
  • Private health care and multisport card
  • Friendly teams and people-focused attitude
  • Parking few minutes away from the office, relax room, game room, bicycle racks in the underground garage, showers dedicated to cyclists
  • We offer all of our employees a flexible working environment . So we’ve adopted a remote working model which means you can save your time and work from home.

    We take our employee’s health and well-being seriously. When you join us, you’ll have a host of resources available to you to ensure that you remain healthy, both mentally and physically.

    We know that having growth and advancement opportunities makes for an interesting career. So when you join us, so you’ll have plenty of opportunities to move around, experience different roles across technology units and even across the wider group.

    Building a diverse and inclusive environment where employees can realise their potential and thrive is very important to us.

    An environment where we can harness difference of opinion, thinking styles, background and culture.

    Sustainability is really important to us. We have an ambitious plan to prioritise financing and investment that supports the transition to a net zero global economy and help to build a thriving, resilient future for society and businesses.

    When you join us, you’ll have an opportunity to contribute via our corporate social responsibilities frame work.

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