Service Desk

The Service Desk role provides on-site operational support within the Technology Operations team. The role is responsible for enforcing end-to-end ticket logging and management through the ITSM system, ensuring accurate tracking, proper documentation, and full compliance with defined SLAs and KPIs, while adhering to all cybersecurity and regulatory requirements.

Key Responsibilities

• Lead day-to-day Service Desk operations within Technology Operations.
• Oversee and ensure proper logging, tracking, and management of all incidents, service requests, and problems via ITSM.
• Monitor ticket progress and ensure timely resolution in line with SLAs.
• Ensure proper ticket closure with complete documentation and resolution details.
• Act as an escalation point for complex or critical incidents.
• Coordinate with internal technical and business teams to ensure efficient issue resolution.
• Monitor service desk performance and ensure KPI compliance.
• Prepare and review operational, service-level, and management reports.
• Support audits, assessments, and regulatory reviews when required.

• Strong understanding of ITSM processes (Incident, Request, and Problem Management).
• Solid experience in Technology Operations Service Desk environments.
• Proven experience working with SLA and KPI frameworks.
• Strong reporting, documentation, and analytical skills.
• Excellent communication and stakeholder management skills.
• Previous experience in banking or financial services environments.
• PMP and ITIL certifications are required.
• Ability to work across teams objectively without operational bias.
• High attention to detail and problem-solving mindset.

Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum 6–8 years of experience in Service Desk or IT Operations roles.
• Proven senior-level experience in a banking or regulated financial environment.