Service Desk

Business need

Restructuring the company, minimalizing the contribution to the work not connected directly with Business. Outsourcing whole processes that support the Business’ work.

What we did

A team of specialists taken over from the Client’s structures is responsible for implementation of the first and second line of support.
Three employees working in shifts perform the procedure of closing the day, which is critical for the Bank’s continuity. Work is done at night or on weekends.
We realize support works according to the SLA expected by the Client, we present results by monthly measured KPI.
The entire process, supporting Service Desk and second line in the head office and in branches all over the country is realized by Sii’s team.
We advise the Client in the area of ITIL methodology.

Effects

No KPI exceeded.
Identification and presenting solutions for leaky ITIL processes.
Taking over Bank employees smoothly and in a short time.
Equalizing knowledge levels in the team.

Technologies

ITIL, ManageEngine SD +, MS Office, Mobile technology

What we did

A team of specialists taken over from the Client’s structures is responsible for implementation of the first and second line of support.

Three employees working in shifts perform the procedure of closing the day, which is critical for the Bank’s continuity. Work is done at night or on weekends.

We realize support works according to the SLA expected by the Client, we present results by monthly measured KPI.

The entire process, supporting Service Desk and second line in the head office and in branches all over the country is realized by Sii’s team.

We advise the Client in the area of ITIL methodology.

Market Risk Model

Extension and transfer of the existing Market Risk Model to a new environment

Analysis of enterprise environments – compliance reports for a bank

Creation an implementation of an application supporting the non-compliance risk control process

Quickstart! data warehouse

Implementation of an analytical tool supporting marketing campaigns

Project management & leadership in project teams

Carrying out a series of dedicated workshops preparing the team for effective work with business projects

Implementation for a banking & Financial services organization

Implementation of a global website, and centralization of the management of multiple sites in countries in which the bank is present.

Mobile testing for Ferratum Bank

Carrying out comprehensive tests in the Test Lab, which enabled the introduction of a mobile application allowing to open and manage a bank account via mobile devices with access to the Internet, to the market.