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.

Responsibilities

• 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.

Requirements

• 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.