Service Desk Operator

Purpose

IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.

Our Security Excellence Center is looking for new SEC Operator/Service Desk Operator. 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 IDEMIA's offices, coordinates efforts to protect people, property and information across sites.

Key Missions

Your mission:

• 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.

To succeed on this position you should have following:

• English - fluent is an must have;
• French, Spanish or other European language is an advantage;
• Education: High School diploma or equivalent; Associate or Bachelors degree in Computer Science, IT, or related field - in progress;
• Experience: previous experience in customer support, data operations, service desk is an advantage;
• Excellent communication, organizational and interpersonal skills - not being afraid of ad hoc calls in English;
• Ability to work calmly under pressure whilst dealing with multiple issues
• Familiarity 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.

The role is fully on site in Riga, Latvia (Varkaļu iela 13). It includes 8h shifts (day, afternoon, night in rotation) or 12-hours shifts (day and night), Monday-Friday.  We are offering an employment contract in following salary ranges: 1200-1350 EUR/gross monthly.

Profile & Other Information