Help Desk/Associate - System Support/IT Infrastructure Delivery

Job description

Role Purpose (overall high level summary of the role)

· Provide technical support to internal users

· Resolve a high percentage of calls at first point of contact through the use of the knowledge base/ any other knowledge tool and raise incidents/tickets to escalate problems to second level support areas as appropriate

· An eye for quality and suggest improvement over current practices

· Acquire a thorough understanding of the process procedures, keep abreast with changes made and provide quality services to the users.

· Be a team player and actively participate in Daily/Weekly/Monthly meets etc.

· Be resourceful, innovative and show initiative while supporting any team projects taken up;

· Be responsible for ensuring the Service Level Agreements are met.

· Ensure proper usage of GSD R12 for Incident and Knowledge Management. Promote self-help amongst the user base through My Solution Center.

Principal Accountabilities: Key activities and decision making areas

Typical Targets and Measures

Impact on the Business / Function

Core Business & Service Delivery - To handle acceptable volume of user requests/calls and complete them in the specified Turn Around Time thereby contributing to PLA with business area; identify the customer requirements accurately. Ensure proper usage of GSD as the incident logging tool. Knowledge base to be used effectively and promote self help to the users wherever possible.

· Complete all calls within the stipulated timescales, while striving to improve the customer experience as well as provide support and quick response on all services.
· Effective use of GSD R12 for logging incidents under the correct CI, effective use of knowledge and adherence to the Service Management governance processes within the Help & Support Domain.

Customers / Stakeholders

User requests should be fully analysed and processed by following the standards, procedures and policies; confidently guide and advise users in a structured manner with full explanation of issues, establish positive relationships and maintain effective liaison with all departments; operate in accordance with agreed procedures, standards and policies; perform as per the set quality standards and procure satisfactory rating in the quality audits performed by Technical/Quality Leads; Work on feedback and ensure errors are not repeated; contribute to Service Delivery by understanding the PLAs of the process and providing impeccable service to our users; handle change and stay focused under pressure;

· Delivering a high quality customer driven service, which provides customers with a positive view of HSBC, and meets their expectations in terms of accuracy, timeliness and professionalism of response at the telephone/via email.
· Listen to and understand customers and colleagues, delivering solutions appropriate to their needs.
· Update the DIPP tracker to highlight potential complaints and customer dissatisfaction.

Leadership & Teamwork

Team work – Interact well with peers, superiors & people from other support areas; actively participate in the Daily/Weekly/Monthly meetings and other team get-togethers; contribute ideas towards enhancing team bonding; support team projects;

Learning & Development – Complete all the mandatory courses on eCampus as assigned by the line manager; take up additional courses in line with the process/role requirement;

· Participation in assigned training programs.
· Implementation of coaching feedback.
· Share knowledge and experience with colleagues in achievement of their goals & business objectives.

Operational Effectiveness & Control

Audit Adherence – Should adhere to the compliance/ audit requirements set and communicated by the GSC management; keep the confidentiality of sensitive information of users; ensure breach of confidentiality is immediately bought to the attention of the line manager;

Adhere to all the audit requirements including but not limited to:
· Declaration of Secrecy
· Data Protection Act
· Clear Desk Policy
· Compliance issues/requirements Information security policy
· No abuse of MI system

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)

· Service Desks undergo change constantly. Analysts must be flexible and adaptable to change, to be able to provide high level of customer service to the users.
· The Global nature of the Service Desks would require the analysts to be able to interact effectively with users from different regions.
· For the end users, the Service Desk is the face of IT as a whole. The analysts would need to own the issues and work with the support teams and the Management to ensure that the users are handled effectively and efficiently.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

· Resolve a high percentage of calls at first point of contact through the use of the knowledge base/ any other knowledge tool and raise incidents/tickets to escalate problems to second level support areas as appropriate.
· Ensure adherence to process standards of incident logging and using knowledge base.
· The job holder should not provide unauthorized access to any of the applications; non-expiry passwords should not be given without proper approval.
· The job holder will have quality delivery sessions conducted by the Technical/Quality leads who will audit requests/calls and deliver feedback to ensure that the team meets quality requirements.

Management & Leadership of Regulatory, Compliance & Operational Risk (Operational Risk / FIM requirements)

Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM.

Observation of Internal Controls (Compliance Policy / FIM requirements)

Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators. Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimising relations with regulators

Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD'000 )

Headcount reporting to this role
(All staff in the dept/section, including direct & indirect subordinates. Do not include dotted/functional reportees headcount here.)

Direct:

0

Indirect:

0

Total:

0

Dotted/functional reportees to this role, if any (state title of the job) :


Knowledge & Experience / Qualifications ( For the role – not the role holder. Minimum requirements of the role.)

A. Secondary School X B. University (BA) or (BS) C. Post Graduate (Masters)

X A. Two years or less B. Two to five years C. Five to ten years D. Over ten years

· Excellent verbal and written communication skills.
· Quick learner with an ability to share and transfer knowledge.
· Ability to build and maintain cordial relationship with users, peers and people at all levels utilizing diplomacy, judgment and interpersonal skills.
· Minimum of one year's Information Technology/ IT Service desk experience or equivalent.
· Bachelor's degree in Computer Science, Management Information Systems, Engineering, related technical field or equivalent experience.

Desired profile

Qualifications :

na