Help Desk/System Administrator/IT Infrastructure Delivery

Job description

Business/Function

& Location:

(Country/Department)

IT Infrastructure Delivery

Role Purpose (overall high level summary of the role)

· To lead a team that provides IT Service desk support to users and business partners.

· To acquire a broad understanding of the process assigned, actively monitor queues, allocate work, handle escalations, manage customer expectations and plan staffing to meet business requirements.

· Hold a clear understanding of the process PLAs and ensure that they are met.

· Be able to understand, produce, analyze and interpret MIs.

· Lead a cohesive team and ensure that harmony is maintained while also ensuring that the company ethics are being adhered to.

· Regularly conduct performance reviews and 1x1s for the team; efficiently coach the team.

· Ensure that all the documentation related to the employees is maintained up to date in their personal files.

· Strictly follow the standing instructions provided by the manager and complete them in a timely manner.

· Ensure compliance with audit requirements by performing audit checks in line with the process requirements.

Principal Accountabilities: Key activities and decision making areas

Typical Targets and Measures

Impact on the Business / Function

Standardization – Work towards making the shared queues truly ‘Global' by enforcing common operating models for all the regions supported on the Global Helpdesk. Tasks to be put through automation and straight through processing wherever possible.

GSD R12 and Knowledge Usage – Achieve consistency in GSD call logging by ensuring that the analysts adhere to the guidelines. Improve the Knowledge Base utilization. Encourage analysts to feedback on challenges, improvement required with GSD and KB.

Operational & Functional Reporting – prepare daily reports like SOD, EOD, Daily Productivity etc along with collating MIs and individual performance reports for the process and team. This also includes any additional reports assigned by the manager.

Supervision – ensure that work is equally distributed and PLAs are met on a daily basis; handle escalations, manage leaves for self and team, ensure that attrition is within acceptable limits, identify and train a successor for self. Ensure that the quality checks are performed as per the agreed parameters in the PLA; Identify & facilitate staff for cross training.

Effectively balance staffing to perform phone activities and all off-phone activities, while meeting or exceeding goal on all SLAs.

Meet or exceed service level targets for calls and tickets, while striving to improve the customer experience as well as provide support and quick response on all services.

Balance and constantly prioritize resources and staffing to achieve service level targets on all services.

Ensure 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

Relationship Management - Work with the Service Desk Manager to coordinate the regional requirements and act as a Relationship Manager for the region(s) supported. Optimizing existing business processes within the regions and implementing tangible improvements with benefits and tracking thereof

Support HSBC's quality improvement initiative to capture and service the needs of its customers. Evaluate performance of Service Desk operation to others in its worldwide operation. Through analysis and remediation of customer survey responses, data is shared and compared to mature customer relationships, promote best practices for process and constant improvement.

Leadership & Teamwork

Coaching & Review - Conduct monthly 1x1s, PDP and deliver feedback and coach the team as necessary;

Team work – Interact with peers, people from other support areas, business partners; work towards improving team bonding; Regularly conduct Daily Devotionals/Weekly/Monthly Meetings;

• Professionalism through actions

• Building rapport and credibility with my peers, customers and management

• Working above the line with a can-do attitude

• Exercise good judgment, competence and courage in decision making

• Display unwavering support and commitment for corporate and/or departmental direction

• Motivate and inspire team members

• Schedule monthly 1-2-1 personal growth and development meetings

Operational Effectiveness & Control

Audit Adherence – Ensure that the team and self adhere to the audit requirements; Initiate and support initiatives from the team to improve services, add value or reduce cost in line with business goals.

Adhere to the audit & compliance procedure for:

BCP - reciprocal documentation, performance during testing & actual scenarios

Nil Regulatory breaches

Nil repeat findings, closure of audit findings in a timely fashion and nil instances of 'unsatisfactory' audits

Risk assessment to be done annually per FIM with action plans in place & monitored for A& B Category risks.

eSAC closures & Mandatory training

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

· Spearhead/assist at least 1 process improvement per Quarter.

· Meet project deadlines for migrations / BAU dates.

· Review, revise and recommend revisions to PLA documents. Ensure PLA is fully understood by the Level 8 and Level 7.

· Proactively identify and help during crisis & outages.

· Build an IT Operations website that assists in communicating our structure, services, goals and philosophy.

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

· Ensure adherence to process standards of incident logging and using knowledge base.

· Work towards improving customer satisfaction levels.

· Capacity planning and generation of MI across the section for business and GSC management.

· Work with business partners to ensure onshore benefits realized

· Timely collection and collation of management information.

· Motivating and developing team members by nominating them for the various workshops available.

· Ensure that staff assessments are performed twice yearly, staff has learning tools available, development plans are in place, appropriate retention is planned, succession planning for self and other positions is in place, recruitment is in line with HR procedures and attrition is within acceptable limits.

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

Demonstrate leadership on Regulatory & Compliance matters. 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:

11

Indirect:

0

Total:

11

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)

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

· Bachelor's degree in Computer Science, Management Information Systems, Engineering, related technical field or equivalent experience.
· Minimum of 3 years of experience in IT/Technology.
· Excellent verbal and written communication skills.
· Quick learner with an ability to share and transfer knowledge.
· Ability to understand, work with and interpret numeric data.
· Should have production management skills and be able to initiate process improvements.
· Good leadership skills; should have prior experience for at least 6 months in a similar role.
· Ability to build and maintain cordial relationship with users, peers and people at all levels utilizing diplomacy, judgment and interpersonal skills.
· Should hold a good understanding of the complexities involved in managing a process and team.
· Good planning, organizing and prioritizing skills.
· Minimum of one year's Information Technology/ IT Service desk experience or equivalent.

Desired profile

Qualifications :

NA