Service Desk Analyst
Hong Leong BankKuala Lumpur, Kuala Lumpur, Malaysia1 day ago
Job descriptionIf you are looking to excel and make a difference, take a closer look at us… Job Brief : 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 : 1. Being a single point of contact on IT needs for Hong Leong Group entity Users through calls, emails and ticketing tool. 2. 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. 3. Provide first level support to attempt first call resolution without the need to escalate to the next support level. 4. Ensure data accuracy and completeness of the log description with supporting evidence / checks performed when logging or escalating tickets. 5. Perform case follow-ups with relevant Support Teams until point of resolution. 6. 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. 7. Receiving Part Sales PO’s via Procurement portal then authorizing for part order / allocation. 8. 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. 9. 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. About Hong Leong Bank We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China. We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation. Realise your full potential at Hong Leong Bank by applying now. Hong Leong Bank (“HLB”) stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region. These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology.As the service and financial landscape changes rapidly with the ever-increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB’s operations. To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement.HLB’s ethos of being Digital-At-The-Core powered by customers-at-the-forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.
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Service Desk Analyst • Kuala Lumpur, Kuala Lumpur, Malaysia
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