Self-Service Support Analyst
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels. Role Overview
Provide "self-service" platform of IT related resolution to DBS staff.
Role includes assisting DBS staff (primarily via the Ticketing Portal) with dedication and passion on IT issues raised by DBS staff: -
- IT related issues
- Software installation
- Mobile application setup and configuration
- Windows OS and Mac OS related issues
- Microsoft Outlook and Application related issues
- MS Office 365
- Vasco related
Partner with Operations teams to resolve all DBS Staff queries / requests.
Consistently deliver quality service to DBS staff to achieve total customer satisfaction
Please Note: This list is complete but not exhaustive of the type of products and services Key Accountabilities & Responsibilities Perform basic Level 1 IT support and escalate issues related to systems, hardware or software issues to level 2 support when required.
Customer service mindset and a pro-active attitude when dealing with DBS staff
To consistently meet the Key Performance Indicators (KPIs) without compromising quality of service delivery
To complete & meet all end user' requests
To adhere to professional standards of behaviour & conduct in dealing with customers & fellow colleagues
Normal shift hours (Monday - Friday, 8:00am to 6pm).
Work Relationship Direct reporting to Team Managers
Work with peers within team, Centre and from other support and business units
Education and Experience A degree or diploma holder with experience in relevant field is an added advantage
ITIL foundation certification (version 3 and above) is preferred
Experience in handling end-users request such as IT related issues and resolution, knowledge on "self-services" platform or processes are preferred.
Core Competencies Good listening skills.
Patient, calm and passionate in assisting customers.
Decent multi-tasking skills.
Meticulous and resourceful
A fast learner with good problem-solving skills
Good communication skills in both written and verbal communication
Technical Competencies Proficient in mobile application such as Blackberry setup/installation; provide guidance, troubleshooting and resolution to issues Proficient in MS Office 365 especially in Microsoft Word, Excel, Teams, Outlook email
Proficient in various software installation and troubleshooting of issue
Proficient in mobile application such as Blackberry setup/installation; provide guidance, troubleshooting and resolution to issues
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.