Posted by HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
Service Desk Analyst.
Principal responsibilities
· Provide technical support to internal users.
· Resolve a high percentage of calls at first point of contact through the use of the knowledge base/ any other knowledge tool and raise incidents/tickets to escalate problems to second level support areas as appropriate.
· An eye for quality and suggest improvement over current practices.
· Acquire a thorough understanding of the process procedures, keep abreast with changes made and provide quality services to the users.
· Be a team player and actively participate in Daily/Weekly/Monthly meets etc.
· Be resourceful, innovative and show initiative while supporting any team projects taken up.
· Be responsible for ensuring the Service Level Agreements are met.
Requirements
· Excellent verbal and written communication skills.
· Pure Cantonese and Mandarin, Good written English for correspondence
· Fluent in spoken English will be an advantage;
· Quick learner with an ability to share and transfer knowledge.
· Ability to build and maintain cordial relationship with users, peers and people at all levels utilizing diplomacy, judgment and interpersonal skills.
· Should hold a good understanding of the complexities involved in managing a process and team.
· Good job commitment, able to perform the job according to provided procedure and work independently, sometimes under pressure.
· Major in Computer Science, Management Information Systems, Engineering, related technical field or equivalent experience will be welcomed.
· Willing to work in shift turn.