Global Technology – Service Desk Specialist – Analyst recruitment

About Deutsche Bank

A Passion to Perform. It’s what drives us. More than a claim, this describes the way we do business. We’re committed to being the best financial services provider in the world, balancing passion with precision to deliver superior solutions for our clients. This is made possible by our people: agile minds, able to see beyond the obvious and act effectively in an ever-changing global business landscape. As you’ll discover, our culture supports this. Diverse, international and shaped by a variety of different perspectives, we’re driven by a shared sense of purpose. At every level agile thinking is nurtured. And at every level agile minds are rewarded with competitive pay, support and opportunities to excel.

Overview of Division

Group Technology Operations is a known catalyst for change within the Bank. Delivering tailored information technology and seamless transaction solutions is essential to Deutsche Bank’s global resilience. Pioneering technologies and reengineering processes, we combine exceptional levels of innovation with world-class client service. Every second, we face the technological and logistical challenges implicit in growth, market change and constant competition. Our primary task is to make the Bank efficient and responsive today, while building the foundation to meet the demand of tomorrow.

Position Overview

In this position you will support the Principal Technology Manager by driving Service Desk Management in the provision of a single point of presence for all IT customers to report incidents and forward requests for service.

You will ensure all customer support processes and interfaces are current and add value at all times. The Service Desk Specialist will operationally deliver an interface to the customer and will coordinate the incident management process and operations to restore production service as soon as possible.

Responsibilities

As a Service Desk Specialist you will provide operational service desk support including:

• Receive all calls, emails and web enquiries on incident (including Request for Service)

• Conduct Incident recording (includes Request for Service)

• Conduct Incident Classification and prioritization

• Provide first line Incident and request fulfilment service

• Manage escalations

• Support communications activities – Notifications

• Provide Customer Management for the duration of their event

• Generate and support reporting to Management, Process Managers and customers through service level management (SLM) on Service Desk performance.

• Highlight to Incident Management any hotspots, trends or impending issues that could lead to a further reduction in incidents.

• Use and provide ongoing validation of recorded Knowledge articles to further reduce the impact of incidents to the customer.

• Ensure completeness and usability of all working instructions for the Incident Managers and Incident Management Support team and ensures continuous updates by:

• Identifying adequate KPI(s)

• Delivering adequate KPI(s) for Performance Reporting

• Regularly reviewing KPI definition and requirements

• Ensuring outputs have value and drives service availability improvement

• Highlights and alerts Service Management to areas of weakness in technology delivery through reporting and knowledge support.

Requirements

• Bachelor Degree from an accredited college or university with a concentration in IT or Computer Science related discipline (or equivalent work experience or diploma)

• ITIL V3 Certification

• Incident Management / Service Desk Practitioner

• Significant experience in IT in large corporate environments

• Significant experience in Service Support Business (Banking IT preferred)

• Experience in a Specialist Client Services function

• Financial / Technology industry or Trade experience

• Capability to interact successfully in a global, multi-vendor, multi-cultural environment

• High level of customer awareness and commercial focus

About the Rewards you can expect

Deutsche Bank offers a challenging and rewarding career where your contribution is valued and rewarded. We have an inclusive and friendly working environment coupled with excellent facilities and benefits.

Deutsche Bank is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, color, sexual orientation or disability.

See more at db.com/careers