Analyst, Helpdesk Support Engineer, Tech Services, Technology and Operations

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 related issues
  • Microsoft Outlook and Application related issues
  • MS Office365
  • 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

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 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.