Senior Service Desk Specialist

Senior Service Desk Specialist
Gdańsk, Gdynia
Nr ref.: 3632

Would you like to be a part of Special Services in Service Desk & Support helping Nordea Customers to get most of our products and Nordea End Users to perform better? We are now looking for a Senior Service Desk Specialist, PL to to deal with requests, questions and application incidents.

In Nordea, we’re harnessing the power of technology to reinvent the future of banking. A tech revolution is underway – and you can make an impact. Though we’re a Nordic bank, we’re also one of the largest IT employers in Tricity and Warsaw. Working with international teams in an inspiring working environment, you’ll have lots of opportunities to expand your skills and advance your career. 

About this opportunity

Welcome to the Application Service Desk team. We add value by by supporting End Users and coordinating ticket resolution with internal IT Teams and external vendors. As Senior Service Desk Specialist, PL you’ll play a valuable role in delivering stable, reliable and efficient IT eco-system to Nordea Customers and employees.

What you’ll be doing:

  • Registering and updating tickets in SLM systems including documenting resolution knowledge. 
  • Performing initial analysis and QA for owned tickets.
  • Presenting ownership and taking e2e personal responsibility for delivering resolution to Customers and End Users according to agreed SLA.
  • Maintaining constant communication with stakeholders, End Users and IT colleagues involved in the process.
  • Improving the ways we do our job by automation and robotisation.
  • Cooperating with ITIL-based teams as well as being part of DevOps & Agile processes.
  • Actively participating in knowledge sharing among colleagues in order to create and implement best practices.
  • Taking responsibility for own learning and keep being updated within own area of responsibility to secure continuous competence building and personal growth

You’ll join a few good people fascinated by facing challenges and solving complex issues. The role is based in Gdynia; Gdańsk.

Who you are

Collaboration. Ownership. Passion. Courage. These are the values that guide us in being at our best – and that we imagine you share with us.  

To succeed in this role, we believe that you:

  • Always happy to help
  • Passionate in resolving even complex IT issues
  • Eager to learn and explore new areas
  • Able to think out-of-the-box and open for DevOps & Agile ways of thinking

Your experience and background:

  • Experience in working  as a team member of IT Service Organization, Customer Service or Call Centre. 
  • Solution oriented, can-do approach in dealing with challenges
  • Good work organization
  • Experience with ITIL and Agile ways of working will be an asset.
  • Fluency in written and oral English
  • Readiness to work in shifts

If this sounds like you, get in touch!


Next steps

Submit your application no later than 31/12/2021.


At Nordea, we know that an inclusive workplace is a sustainable workplace. We deeply believe that our diverse backgrounds, experiences, characteristics and traits make us better at serving customers and communities. So please come as you are.

Please include permit for processing personal data in CV as following:

In accordance with art. 6 (1) a and b. Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) hereinafter ‘GDPR’. I agree to have: my personal data, education and employment history proceeded for the purposes of current and future recruitment processes in Nordea Bank Abp.

The administrator of your personal data is: Nordea Bank Abp operating in Poland through its Branch, address: Aleja Edwarda Rydza Śmiglego 20, 93-281 Łodź. Your personal data will be processed for the recruitment processes in Nordea Bank Abp. You have a right to access your personal data, right to rectify and right to delete. Disclosing the personal data in the scope specified by the provisions of Polish Labour Code from 26 June 1974 and executive acts are mandatory. Providing personal data is necessary to conduct the recruitment processes. The request for the deletion of your personal data means resignation from further participation in recruitment processes and causes the immediate removal of your application. Detailed information concerning processing of your personal data can be found at:

We reserve the right to reply only to selected applications.



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