Associate / Analyst, Self Service Support (Helpdesk Support), Tech Services - Collaborative Services, Technology and Operations
Business Function Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels. Responsibilities Perform basic Level 1 IT support and escalate issues related to systems, hardware or software issues to level 2 support when required. Customer service mindset and a pro-active attitude when dealing with DBS staff To consistently meet the Key Performance Indicators (KPIs) without compromising quality of service delivery To complete & meet all end user' requests To adhere to professional standards of behaviour & conduct in dealing with customers & fellow colleagues Normal shift hours (Monday - Friday, 8:00am to 6pm Direct reporting to Team Managers Work with peers within team, Centre and from other support and business units Requirements Education & Experience A degree or diploma holder with experience in relevant field is an added advantage ITIL foundation certification (version 3 and above) is preferred Experience in handling end-users request such as IT related issues and resolution, knowledge on "self-services" platform or processes are preferred. Core Competencies Good listening skills. Patient, calm and passionate in assisting customers. Decent multi-tasking skills. Meticulous and resourceful A fast learner with good problem-solving skills Good communication skills in both written and verbal communication Technical Competencies Proficient in MS Office 365 especially in Microsoft Word, Excel, Teams, Outlook email Proficient in various software installation and troubleshooting of issue Proficient in mobile application such as Blackberry setup/installation; provide guidance, troubleshooting and resolution to issues Apply Now We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.