IT Specialist – Service Desk recruitment
Our ability to give world-class service and insight is a direct result of the quality of people who make up our Asia teams. A career at Coutts rewards and stimulates exceptional individuals to become the very best they can be.
We partner exceptional people; we need exceptional people.
Role Purpose:
- To act as a single point of contact (SPOC) for all business users for all IT Service requests.
- To provide first level IT support to all Asia business users (Singapore Hong Kong).
- To act as a filter that only allows incidents that require second and third level support to be escalated and work with extended teams in Switzerland and UK to resolve issues.
Controlled Function: Compliance to Joiner-Mover-Leavers Process.
Key Accountabilities:
Service Desk Support
- Log, escalate and monitor all IT incidents and requests into HelpLine in-line with agreed SLAs.
- Provide 1st level support via handling of calls, capturing, escalating and tracking of incidents.
- Perform User Access Management activities e.g. password resets account creation.
- Provide information to enable problem resolution.
- Monitor progress on problem resolution and advise users on status.
- Provide communication to users on IT performance, outages, system changes and implementation.
- Guide business users on IT processes, e.g. Change Management and User Access Management.
- Assist in maintenance of accurate records for preparation of status reports e.g. inventory, call abandon rate, problem resolution rate.
- Assist in developing and maintaining Service Desk procedures.
- Assist in performing trend analysis and maintaining an online FAQ.
- Assist the IT infrastructure unit in day-to-day end user support, MAC (Move/Add/Change) for IT equipment, and support the general IT infrastructure and telephony and participate in vendor management.
Professional Qualifications Requirements:
- Ideally diploma calibre
Other Technical Skills, Knowledge or Experience:
- Polytechnic or vocational qualification on IT
- Good practical understanding of IT hardware, windows operating system and business applications e.g. ability to perform password resets etc.
- Excellent customer service mindset and ability to achieve high levels of performance and customer satisfaction
- Excellent communication skills to deal with all levels of business users as part of the fault diagnosis and rectification process
- Customer service experience and positive phone presence
- Ability to perform user access management e.g. password reset, account unlock and user entitlement reviews.
August 4, 2009
• Tags: Information Services careers in the Singapore, IT Specialist, Service Desk recruitment • Posted in: Financial