deskside support analyst, wrocław

wrocław, dolnośląskie
job type
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job details

wrocław, dolnośląskie
experience level
powyżej 24 miesięcy

job type
job category
Information Technology
contract type
umowa o pracę
working time
pełen etat
work system


karolina zawada+48 +667 801 199
reference number
/55/04/2021/KZ - 69272

job description

The Bank User Support Services (BUSS) organization provides remote technical support to our internal clients across the globe in a 24x7x365 follow-the-sun operating model. The division encompasses supporting global workplace support, desktop; mobile solutions and computing infrastructure for internal users globally.

The function utilizes vendor partners to deliver desktop services and project resourcing worldwide. The organization is spread over 67 offices and 31 countries, which creates a diverse and challenging environment to control, manage and ensure governance from the business management perspective. Service Enabling; Metrics Team is responsible for supporting division within communication and workforce strategy activities, oversight financial and organisation controls as well as SLA, KPI and Metrics management. The three main

areas are Financial Management; Control – responsible for financial control; management, costs control, budget realization, vendor service management, the central point of contact across the function for vendor-related services.

Support Tier Maintenance; Service Onboarding – responsible for designing and standardizing an approach to Support Tiers implementation, accountable for raising the maturity of the process, ensuring the operational readiness of the organisation to support new products.

Service Metrics and Quality Management – responsible for implementation and review of Service and Financial metrics to ensure continual improvement of Services and Teams’ productivity, the realization of the Function strategy, delivering data, analysis, reports, info-packs, creating organization-wide communication and implementation of the solutions, which allow creating value out of available resources.

what we offer

  • Exposure to a fast-paced, challenging IT environment where you will develop knowledge and understanding of managing a truly global highly effective IT function.
  • Opportunity to grow collaboration and communication skills with partners across the globe and build relationships with IT teams throughout the company.
  • Gain experience in driving initiatives in a local setting by working with leadership and specialists
  • Develop a wealth of financial knowledge, cost control, budget tracking.
  • Build reporting and data analysis skills


  • Overview of the existing operating model, terms used within service function and standard business procedures.
  • Complete training on critical tools within the organization which will be needed in your role as an administrator.
  • Introduction to support Team Leads / Managers and Peers who you will be working with on a daily basis.


  • private medical care,
  • sports card,
  • free access to e-books,
  • participation in sports competitions via the wellbeing platform,
  • free access to the application for learning English,
  • life insurance,
  • co-financing for glasses/lenses

your tasks

Within this role, you will be responsible for representing the Service Enabling. You will have a close working relationship with peers in Switzerland, the US, UK, APAC, and Poland and be expected to carry out global initiatives and directives that are set by the Service Enabling; Metrics department head.

Some of the main duties include:

  • Gathering and consolidating data in order to maintain a complete, up to date database regarding a number of IT services.
  • Building and constantly improving routine reports to gauge the services financial performance and aid the finance department in costs allocation and charge-back.
  • Attending calls and collecting feedback from stakeholders regarding ad hoc analyses requests.
  • Providing insight into service financial metrics, visualizing monthly results and deviances via charts and pivot tables.
  • Participating in the coordination of technical updates and changes to critical toolsets with our global technology teams.

what we expect

  • Excellent English knowledge
  • Academic or Commercial knowledge and experience (up to 5yrs) in finance/ controlling/ data analyses but candidate from another area who can easily learn how to operate with records representing our operating model (chargeback, invoice register etc) is also welcome
  • Basic experience in Microsoft Excel
  • Previous experience on a similar possition

Agencja zatrudnienia – nr wpisu 47