Specialist, Infrastructure Support Desk
  • სრული განაკვეთი
  • ბაკალავრი
  • 2 - 3 წლამდე
  • რუსული,ინგლისური
08 ნოე - 08 დეკ
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FINCA Impact Finance is pleased to announce a vacancy for the position  Specialist, Infrastructure Support Desk


Posted: 04 Oct 2021
Category: Information Technology

Job Description




FINCA Impact Finance (FIF) believes in the power of Inclusive Finance.

FINCA Impact Finance is a global leader of responsible financial services. We are comprised of 19 full-service banks and microfinance institutions and a holding/shared service company and we serve more than 2.8 million customers with an array fintech and traditional products and services. We are a double bottom line company that delivers positive social impact and financial sustainability.

We are 9,000 dedicated colleagues who are passionate that financial services can have a positive impact. Most of us living in the communities we serve, and all of us guided by our values of warmth, trust, and responsible banking.

We welcome candidates with diverse backgrounds and considers people at all career stages. We seek individuals with whom we can build strong and lasting relationships - people who care about, and have respect for, customers. We look for colleagues who approach their work with joy, innovation, energy, and a sense of service beyond self.

Thank you for applying.



Role Purpose

The Global Infrastructure Support Team is responsible for the implementation and maintenance of corporate technology infrastructure, systems and applications, shared across a worldwide network of FINCA Subsidiaries. The team provides advanced level subject matter expertise in delivery and support of global technology services, as well as regional and country specific IT projects and initiatives.

Reporting to the Manager, Global Infrastructure Support the Specialist will be responsible for the coordination, follow-up and assignment of requests submitted to the Global Infrastructure Support Team, maintaining documentation, and collecting and compiling regular reports to coordinate support requests and track trends, while ensuring requests are resolved in a timely manner. The specialist channels the effective communication between the internal clients and support team.



  • Configure and maintain corporate ticket management system -Manage Engine Service Desk Plus;
  • Coordinate incident management (prioritization, escalation, follow up, feedback);
  • Monitor and escalate alerts generated by the global monitoring systems, assigning workload to designated resources;
  • Identify, document and publish standard solutions (Global Service Desk);
  • Collect, maintain and track Global IT assets (Global Service Desk);
  • Analyze service delivery and support workflows, processes for optimization and automation;
  • Generate performance reports and identify improvement opportunities.


Job Requirements



  • University or Bachelor degree in Information Technology, Computer Science, Engineering or related field required;
  • Possession of the ITIL Foundation certificate preferred.



  • 2+ years' experience in IT Support or Administration;
  • Experience to work with Manage Engine Service Desk Plus;
  • Good understanding of ITSM and ITIL.


Knowledge and Skills

  • Excellent organization skills;
  • Good knowledge of Office programs, Word, Excel, PowerPoint;
  • A proven ability to solve problems in a timely and professional manner;
  • Able to manage multiple requests at the same time and prioritize.


Language Skills

  • Fluency in Georgian and English required;
  • Fluency in Russian preferred.


Please apply to this job online using following link: https://search6.smartsearchonline.com/finca/jobs_impact/jobdetails.asp?current_page=1&proximity=%20&city=&location=&job_type=&emp_status=&direct_jo_num=&country=Georgia&k1=&k2=&k3=&k4=&k5=&k6=&k7=&k8=&salary_min=&co_num=&apply=yes&site_num=1&jo_num=2652&job_number=2652


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ინფორმაციული ტექნოლოგიები
ინფორმაციული ტექნოლოგიები (ზოგადი)