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Analyst, Helpdesk Support, Technology & Operations

DBS Bank Limited Singapore
Posted 5 days ago Permanent Competitive
Analyst, Helpdesk Support, Technology & 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.

  • 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.
    • Cisco anyconnect related.
  • Partner with Operations teams to resolve all DBS Staff queries / requests.
  • Consistently deliver quality service to DBS staff to achieve total customer satisfaction.
(1) Key Accountabilities
  • 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.
This role consists of normal shift hours (Monday - Friday, 8:00am to 6pm), direct reporting to Team Managers, and working with peers within the Team, Centre, and from other Support and Business Units.

  • 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.
(1) 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.
(2) 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.
Job ID  WD57651
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