Service Desk Operator (English speaking)

Purpose

IDEMIA Secure Transactions a division of IDEMIA Group is a leading provider of payment and connectivity solutions. Our 10000 employees make it their mission to unlock safer and easier ways to pay and connect. For decades we have pioneered the future of our industry empowering our clients to offer essential services with an unbeatable balance between high-level security and ease of use. We are uniquely positioned on the market thanks to our long-standing expertise in advanced cryptography and at-scale credential issuance. Our ultra-secure suite of products and services adopt a client-centric approach guaranteeing that the demand for immediacy hyper-personalization and convenience for end users is met.

Join us to discover a dynamic and exciting world where your expertise can make a difference. We offer an ever-evolving environment where learning and progressing are pillars of our culture designed to help each and everyone nurture their skills and distinctive qualities. Boredom is not in our vocabulary; embrace new challenges and opportunities for growth every day to shape a career as unique as you are.

Our Security Excellence Center is looking for new SEC Operator/Service Desk Operator (English speaking). We are looking for someone who would be handling daily remote security service operations friendly with ticketing system who is not afraid of ad hoc communication someone who is ready to provide support for the clients all over the world. The SEC team provides security solutions for all IDEMIAs offices coordinates efforts to protect people property and information across sites.

Key Missions

Role Responsibilities

• Perform day-to-day operational and security services to customers;
• Conduct pro-active and reactive monitoring activities;
• Monitor and maintain operations of the security systems including control of CCTV cameras and recording equipment; Access Control Systems Intruder Alarm systems Intercoms and operation of gates doors loading bays.
• Respond to events from various systems and following standard operating procedures to efficiently and effectively resolve the issue
• Provide timely and relevant updates to appropriate stakeholders and decision-makers
• Maintenance of confidentiality of information to comply with requirements related to the various countries Data Protection Acts
• Understand the companies code of conduct policy and at all times carry out your responsibilities with due regard to it
• To maintain high levels of professional conduct including but not limited to: cooperative engagement in tasks set; the exercising of an initiative to suggest through the SOC Shift Leader improvements to the service provided
• Effective communication via Email Ticketing system Teams Intercoms and Phones to both IDEMIA and Non-IDEMIA personnel.
• Processing of all information relevant to the security operation.

Qualifications
Education:

• High School diploma or equivalent; Associate or Bachelors degree in Computer Science IT or related field.

Experience:

• previous experience in customer support data operations service desk is an advantage.

Skills:

• Excellent communication organizational and interpersonal skills;
• Ability to work calmly under pressure whilst dealing with multiple issues
• Familiarly with ticketing systems ITIL practices;
• Ability to manage multiple tasks and prioritize requests;
• Basic knowledge of operating systems and office application;
• Understanding of using security applications is an advantage.

Languages:

• English Latvian full professional capacity;
• French is an advantage.

Soft Skills

• Exemplary customer service skills;
• Possess strong communication skills in both the written and verbal format in all delivery formats (i.e. in person via radio via telephone etc.);
• Strong self-motivation and the ability to work unsupervised;
• To work under pressure and be solid problem-solver;
• Friendly and professional demeanor.
  

The role is fully on site in Riga (Varkau iela 13). It includes 12h shifts 24/7/365.

Profile & Other Information