24/7 Service Control Desk

24/7 Service Control Desk Location: Tirana Employment level: Direct entry Function: IT Working time: Full time The Service Control Desk is responsible for the effective implementation of the Incident Management process. The role involves proactive communication, reporting, and ensuring that incidents are resolved within the agreed Key Performance Indicator targets. Tasks 24/7 Incident Management through a three-shift operation. Act as the single point of contact for incidents, ensuring clear and proactive communication via Email, Ticketing Systems (Jira/ServiceNow), Telephone, etc.

Own and manage incidents throughout their lifecycle. Categorize, evaluate criticality, and process incidents based on Standard Operating Procedures. Manage escalation procedures, including de-escalation and coordination with incident solvers, external providers, and duty managers. Monitor technical infrastructure and applications to detect issues early. Provide overarching support to customers by ensuring that the technical infrastructure and applications are continuously monitored and maintained.

Work collaboratively to restore IT services promptly. Behind the scenes LHIND Join Lufthansa Industry Solutions Requirements Proactive communication and problem-solving mindset. Customer and team-oriented approach. Knowledge of operational processes AMS. University Degree in ICT related fields. Business English. Ability to travel. About Lufthansa Industry Solutions Sh.p.k. Lufthansa Industry Solutions is a service provider for IT consulting and systems integration.

The Lufthansa subsidiary supports its customers in the digital transformation of their companies. The customer base includes companies within the Lufthansa Group as well as more than 300 companies in various industries. Headquartered in Norderstedt, Germany, the company employs more than 2.400 people at several branches in Germany, Albania, Switzerland and the USA. Learn more