Job description

Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.


HSBC is one of the banking and financial services organizations 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 realize their ambitions.


We are currently seeking an experienced professional to join our team in the role of SOFTWARE ENGINEER.


Principal responsibilities:

• Provide Remote Second-line Support for Hong Kong users.
• Reach out to the user according to the escalated incident tickets.
• Help to resolve the user issue according to guidelines from KB.
• Escalate the tickets to appropriate support teams if necessary Incident resolution.
• Customer education on product use and tools to improve self service and IT efficiency.
• Be involved in and participate in Customer Engagement process.
• Liaison with in-house departments.
• Liaison with 3rd party suppliers when needed.
• Development and support of Remote and Home Working.
• Work closely with Incident Management and 1st line support to increase the % of First Time Fixes delivered by the overall HSBC service desk.
• Provide excellent customer support and maintain effective working relationships with other support teams, other Head Office areas and external service providers.
• Provide support on HK Provisioning request within SLA.
• Work with managers on Compliance reports and MI reports, such as, unpatched devices remediation reports, SLA report, Customer Satisfaction reports...etc.

Requirements

Requirements:

• Excellent communication skill in both verbal and written English/Cantonese.
• Strong analytical skills to quickly assess situations, their impact and options for resolution.
• Strong data analytics skill for the MI and different reports.
• Good job commitment, able to work under pressure and deliver within limited timescales and work independently.
• Strong customer centric and team work mindset.
• Strong interpersonal skills.
• Rich experience in IT/Technology.
• Overall understanding of desktop services and the supporting infrastructure to be able to prioritize faults, estimate fix times.
• University degree in Computer Science or related discipline.

HSBCLL/GZ*
About HSBC Technology China