Service Desk Specialist - Tieto Banktech (m/f/d)

Job description

Are you passionate about customer service, technology, and problem-solving? We are looking for a Service Desk Specialist to join Tieto Banktech's Service and Support team in Kalix, Sweden. In this role, you will help support business-critical banking and financial services used across the Nordic and European markets while delivering an outstanding customer experience. Tieto Banktech is a leading financial services software and solutions partner in the Nordics, delivering modular, pre-integrated Banking-as-a-Service platforms and mission-critical software for core banking, payments, credit, cards, fraud prevention, and wealth management. Our solutions operate in highly regulated, high-availability environments where security, resilience, and compliance are non-negotiable. As a Service Desk Specialist, you will be part of our 1st line support team and serve as an important link between our customers and internal teams. You will handle and coordinate incidents and service requests, communicate with customers, collaborate with colleagues across the organization, and contribute to high-quality service delivery. This is a full-time, office-based position in Kalix, with close collaboration with colleagues in several international locations. When joining Tieto Banktech as a Service Desk Specialist, you will: Monitor and manage incidents, problems, changes, service requests, and orders in our ITSM platform. Follow our ITIL-based processes to ensure smooth operations. Investigate, coordinate, and follow up on incoming tickets. Work closely with customers, 2nd line support, IT Operations, and Delivery Managers. Escalate unresolved or critical issues to the appropriate teams. Participate in and facilitate customer follow-ups and operational review meetings. Prepare service reports, operational follow-ups, presentations, and monthly customer reviews. Ensure agreed service levels and delivery commitments are met. Contribute to continuous improvements in our services, processes, and ways of working. Who we are looking for Experience in customer service, technical support, Service Desk, or a similar customer-facing role. Excellent verbal and written communication skills. Experience with ITSM tools, ITIL processes, financial services, SaaS platforms, or other business-critical IT services is considered an advantage Professional fluency in English, both written and spoken. Swedish or another Scandinavian language is an advantage. An interest in technology and a willingness to continuously learn. The ability to work both independently and as part of a team. We offer We offer you professional growth, meaningful projects, open culture and an outstanding work-life balance! We offer you an opportunity to create the future of a growing, fast-developing and important sector. We believe that our organizational culture is an important part of enabling you to be successful. Finally, we also believe in curiosity and learning as a lifestyle where you need to unlearn and relearn every day as new possibilities emerge. We value close collaboration and a strong sense of community, and therefore this is a full-time, office-based position in Kalix. You will join an international environment where knowledge sharing, curiosity, continuous learning, and teamwork are part of how we work. Did we get you inspired? We look forward to your application! Interviews will be held continuously, so we encourage you to apply today! For more information or questions, please contact Talent Acquisition team recruitmentinbanking@tieto.com Hope to hear from you soon! We perform background checks on all final candidates. Tieto declines calls from recruitment companies. At Tieto, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m/f/d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity. Diversity, equity and inclusion | Sustainability | Tieto Stay alert to recruitment scams: • Tieto only communicates via @tieto.com email addresses. • We never ask candidates to pay fees or share financial details during recruitment. • If you receive a suspicious message claiming to be from Tieto, don't respond — verify it via our official careers site. • For more information visit Important Advisory Regarding Recruitment Fraud | Tieto Blog