GENERAL DESCRIPTION
Candidate will a member of the Global IT Service Desk Team working in the Singapore Office. IT Service Desk Analyst provides support for day-to-day support for users in Singapore and Hong Kong. The candidate will provide basic incident resolution and service requests reported to the Global IT Service Desk.
KEY FEATURES OF THE POSITION
- Provides Level 1 Phone support. Logs all incidents and service requests in Bank’s ticketing system (HP Service Manager).
- Uses the appropriate Incident Types and Service categories for logging incidents and Service Requests.
- Ensures end-to-end user experience and provides a single point-of-contact for the users.
- Take ownership of user problems, follow up the status of problems on behalf of the user, and communicate progress in a timely manner.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Escalate unresolved calls to the responsible support team.
- Engages other Service Desk resources or appropriate support teams to resolve incidents that are beyond the scope of their ability or responsibility.
- Develop knowledge of organization specific systems (e.g. CRM and internet Banking systems) and services to increasing ability to resolve requests on first contact.
- Mobile phone data roaming activation.
- Shift work arrangement
Regulatory Responsibilities &/OR Risk Management
- Demonstration of appropriate values and behaviours including but not limited to standards on honesty and integrity, due care and diligence, fair dealing (treating customers fairly), management of conflicts of interest, competence and continuous development, adequate risk management, and compliance with applicable laws and regulations
SKILLS REQUIREMENTS OF THE POSITION Personal and Social
- Meticulous and accurate in executing work assigned with a strong risk control approach
- Able to multi-task and work under time sensitive environment
- Team player with the capability to work independently
- Excellent inter-personal skills
- Compose in handling calls from users
- Clear and Concise in communication
- Ability to work in shifts
Professional and Technical
- Diploma Holder or Higher
- Minimum 5 years of experience in a IT Service Desk and/or Call Centre
- Minimum 2 years of experience of working for a financial institute
- Good knowledge of Ticketing system like HP Service Manager or similar tools will be an advantage
- Good knowledge of MS Office software applications, Macros and Visual Basic knowledge as well as an aptitude for technology
- Certification in ITIL v3 or v4 and have very good understanding of ITIL Framework and Service Desk process.
Regards,
Lini
Recruitment Consultant
R22108463
