Job Description

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• Supports the service delivery of the information and technology (IT) services and working with teams within Group Technology together with establishing relationships with staffs within the bank, other entities within the group and external parties/vendors, to provide services with a high degree of commitment and timeliness in meeting established performance standards and user satisfaction.

• The incumbent shall ensure that staffs/users benefit from his/her expertise through the services, advices and recommendation.

• The Service Desk Analyst primary responsibility is to manage IT Incidents and IT Service Requests on an end-to-end basis, being the frontline of Information Technology.

• The incumbent must at all times be helpful, courteous and tactful when dealing with the Users.

• To also be able to assist GT-Infrastructure & Operations in day to day operations.

• The candidate must be of at least 2-3 years’ experience in IT/Service Management.

Responsibilities:

• Being a single point of contact on IT needs for Hong Leong Group entity Users through calls, emails and ticketing tool.
• Manages every log assigned from first point of response, first level checks/support, routing/escalation to intended support groups, follow-ups to resolution timely meeting established service level standards.
• Provide first level support to attempt first call resolution without the need to escalate to the next support level.
• Ensure data accuracy and completeness of the log description with supporting evidence/checks performed when logging or escalating tickets.
• Perform case follow-ups with relevant Support Teams until point of resolution.
• Performs warranty checks followed by issuance of Part Sales Work Authorization to End Users (i.e. the person that receives and ultimately uses the Services) daily based on incoming case request received by Service Desk/Engineers operation team.
• Receiving Part Sales PO’s via Procurement portal then authorizing for part order/allocation.
• To obtain completeness of the PO deliverables from Engineers/respective sections in-charge of the Service Report forms/DO which is already complete with customer stamp, cost center and other details.
• To upload supporting documents of the deliverables into the Bank’s procurement portal to obtain approval prior to billing.

Requirements:

Essential:

1. Min Diploma in Computer Science or related field.

2. 2-3 Years working experience in IT field.

3. Knowledge in Google Workspace on functionality of use.

4. Good verbal, written communication skills and the ability to work independently with minimal supervision.

Desirable:

1. Knowledge in End-User Computing and Networking.

2. ITIL Foundation certified.

Realise your full potential at Hong Leong Bank by applying now.