Senior Analyst, Global Service Desk Senior Analyst, Global Service Desk …

Standard Chartered Global Business Services Sdn Bhd
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Competitive
Standard Chartered Global Business Services Sdn Bhd
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Competitive
Senior Analyst, Global Service Desk
About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.


The Role Responsibilities


Brief Scope A single point of contact and provide advice, guidance and the rapid restoration of normal IT services to its Customers and Users. You are the customer- focused 'Service Team' with technical expertise, business awareness and interpersonal skills, and knowledge over a wide range of technological tools.

Key Responsibilities The responsibilities include the following:
  • To provide a single point of contact and support for Customers through Voice, Email, Web and other relevant channels in relation to technology related incidents and requests.

  • To facilitate the restoration and fulfilment of normal technology operational service with minimal business impact on the Customer within agreed service levels and business priorities
  • The administration of user accounts, including system access rights, across all IT services within the enterprise. It also includes the administration of Non-User Service accounts in conduction with the needs of System Administration.
  • Review security-related access rights practices, directives and guidelines.
  • Ensures the compliance of suppliers of DP services, to access rights policy and guidelines
  • Provide for review and consultation with respect to software and hardware products offering access rights capability.
  • Work as part of a team providing coverage on a 7 day a week, 24 hour per day (24/7) basis
  • Ensure customer satisfaction through improved service and quality
  • To attempt and ensure First Call resolutions on technology related incidents and requests within the Level I support team and in case of requirements, escalate to Level II or Level III Technology Support Teams with relevant diagnosis and documentations.
  • Take End to End ownership of Technology incidents and Requests in order to resolve them within agreed objectives and to the satisfaction of customers
  • Maintain Customer Service Skills to agreed standards for all interactions.
  • Identify and highlight to the appropriate authority any service concern or improvement opportunity
  • Expected to meet or exceed key measures and objectives of your role. Ensure performance, productivity, skill and quality in line with the expectations
  • Develop understanding of TS-EUS-Service Desk business solution and seek out improvement opportunities
  • Adherence to the specified standards of Quality and Audit / Risk requirements
  • Upholding the Values of the Group and Company at all times and Compliance with all applicable Rules/ Regulations and Company and Group Policies.
  • To build relationship & network with stakeholders within & outside TS-EUS-Service Desk.
Academic & Professional
  • Field of Study Graduate with Diploma/Degree in Computers or other Technical certifications

  • Certification Post Graduation in Science / Others, Technical certifications in Computer Science / IT/MIS
Skills & Attributes
  • The following skills are required to be successful in performing this position:

  • Skills & Attributes
  • Must have (maximum of 5 bullet points)
  • Good interpersonal and communication skills
  • Must be detail oriented, highly organized and able to handle a variety of tasks in an efficient manner.
  • Adept at applying generalist IT knowledge to specific problem resolution situations
  • Familiarity with hardware/software components and terminology.
  • Strong customer service background, ability to work in shift rotation (24 x 7), enjoy working with people , Self-Learner / Quick Learner
Required Experience in:
  • Crisis Management

  • Coordinating with other business functions to develop and implement plans
  • Knowledge in various technology platforms, domains and application development. Advanced knowledge of Microsoft products
  • Minimum of 4 year of experience, with at least 3 year of relevant experience

Apply now to join the Bank for those with big career ambitions.
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