IT Service Analyst

IT Service Analyst

HSBC Service Delivery (Polska)
Online interview
Employment contract

Project description

OVERALL PURPOSE OF THE JOB – why does the job exist

The IT Service Analyst provides exceptional 1st and 2nd line service support and customer service to the first direct business. Responsible for undertaking a range of activities to assist in the effective and efficient delivery of IT services, the IT Service Analyst will have a broad understanding of supporting technologies and Service Management disciplines, the ability to build strong and effective work relationships across a range of internal and external stakeholders and business representatives, and have the ability to manage conflicting demands and tensions during high pressure situations.  


  • To support 1st and 2nd line technical support queries from first direct colleagues to minimise disruption to delivered services through resolution or workaround.
  • To take ownership of user incidents, perform a technical diagnosis and fix the issue or work effectively and productively with resolver groups.
  • To work within defined SLA thresholds for incident(s), request(s) and problem(s).
  • To ensure the correct use of call logging system to ensure the ability to undertake trend analysis.
  • To ensure the ongoing maintenance, management and utilisation of AppD, Patrol and Splunk event management and monitoring systems to ensure pro-active response to potential disruption.
  • To lead on Major Incident Management engagement with the HSBC Command Centre Operations on behalf of first direct, with support from shift managers and escalation managers.
  • To contribute to the formulation of Management Information on Incident handling and customer experience.
  • To foster an environment of continual service improvement across the Incident Management team and responsibilities.
  • To work professionally and efficiently, maintaining a high degree of customer service.
  • To ensure appropriate adherence to agreed processes.

Who we're looking for?


  • Experience of working within an ITIL based Service Management environment.
  • Experience of working within a large scale IT Service Delivery environment.
  • Ability to quickly understand complex service architecture and inter-dependencies.
  • Ability to quickly understand the first direct business systems to be supported and the value streams underpinned by these.
  • Aptitude to understand new technologies with a view to providing support to the first direct business using those technologies.
  • Ability to provide support to services delivered across a broad range of technologies including:

  1. Network infrastructures
  2. Database, Application and Network layers
  3. zSeries Mainframe
  4. Mobile apps for iOS and Android
  5. API
  6. Others as defined


  • Ability to develop and maintain strong relationships.
  • Good interpersonal skills and an effective communicator.
  • Capable of representing first direct.
  • Customer centric approach.


  • Proven ability in risk management and pragmatic problem solving.
  • Proven ability in data analysis to support decision making.
  • Ability to communicate complex technical issues and sensitive information to business representatives, senior stakeholders, and suppliers.
  • Ability to react quickly and effectively to unexpected service issues and maintain composure and professionalism under pressure.
  • Ability to prioritise workload effectively, managing several open Incidents/Problems and mini projects simultaneously.



  • Healthcare package for families
  • Healthcare package
  • Life insurance
  • Medical consultations in our office
  • Employee assistance programme
Leisure package
  • Free sport clubs
  • Fitness, yoga and massages in office
  • Multisport card
  • Financial bonus
  • Fruits
  • Hot beverages
  • Conferences
  • Trainings
  • Books
  • In-house language courses
  • Financial and technology academy
  • Access to leading e-learning platforms
  • Car parking
  • Bicycle parking
  • Shower
  • Chill room
  • Integration events
  • Additional leave for volunteering

Our company

HSBC Service Delivery (Polska)

Krakow 3000+
Tech skills
  • Java
  • Python
  • Scala

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