Hong Kong Job Openings

HSBC

End User Services Specialist - Hang Seng Bank (HK)

Central

FULL TIME

September 13, 2024

Job description

A Career with Hang Seng Bank
Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Chief Technology Office – Information Technology
In Hang Sang Information Technology, we continually improve our capabilities through innovative technologies, delivering a comprehensive range of products and services in meeting changing customer needs.
We enhance customer experience, convenience and choices across our distribution channels, providing secure and engaged offering at individual's preference and lifestyle expectation.
We advocate creativity and collaboration to unlock the potential of our people, creating an open and progressive workplace.
We develop deep expertise in financial technologies, consulting and partnering with our business in delivering customer centric propositions in an agile manner.
We are currently seeking a high caliber professional to join our department as End User Services Specialist.

Principal responsibilities

Provide the remote and on-site support technical support within the agreed service levels, covering desktop, mobile, communication systems and AV systems
Identify, diagnose, and resolve computer, system and network issues
Ensures proper documentation, notification, escalation, and tracking and follow up of all incidents
Expected to be on-call 24/7 as part of a rotation with team members.
Implement and maintain a disaster recovery plan for End User Services and shape IT initiatives for compatibility with the plan.
Manage Branch IT operation and deployment of local IT services to optimize speed, cost and quality.
Identify any issues that may arise due to delivery risk, define preventive actions or corrective measures and timely escalate major project risks and issues to management
Provide professional consultancy in response to infrastructure queries from developers and business
Work closely with infrastructure domain teams in HSBC Group to influence the practice and standard of infrastructure products; work closely with product owners on the rollout schedule
Responsive to any ad-hoc business initiatives and management directions
Monitor user impact and support resource requirement for any production change
Participate in incident management process that would impact the Bank
Manage the funding approval, maintain a healthy stock and inventory management and coordinate logistics from global SSP or local business sponsored requirement

Requirements

Good working experience in end user support covering desktop, mobile and premium user support
Good interpersonal and problem solving skills
Good command of both spoken and written English and Chinese
Committed to the delivery of quality results and able to meet deadlines under tight schedule and heavy workload
Technical knowledge in following domain is a plus: Microsoft Outlook, Microsoft Active Directory, Microsoft Office products and Cisco Video Conference end-point.
Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes Self-motivated, positive, flexible attitude, excellent team player with ability to work under minimal supervision
Open minded, willing to learn, explore and implement new and emerging technologies

Visit Hang Seng Career Page and sign up with our Talent Community to receive the latest information about our career opportunities in Hang Seng Hong Kong.

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