Self-Service Support Analyst Self-Service Support Analyst …

DBS Bank Limited
in Singapore
Permanent, Full time
Be the first to apply
Competitive
DBS Bank Limited
in Singapore
Permanent, Full time
Be the first to apply
Competitive
Self-Service Support Analyst
Business Function
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


  • Apply Now​
    We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.​
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