Responsibilities
Primary Objectives:
- Act as the single point of onsite contact for all IT related topics.
- Provide direct user support for front and back office and support functions
- Work with 2nd level support of system administrators or external vendors to determine nature of problem relating to systems/PCs and related software
- Use technical and analytical expertise/knowledge of systems to resolve problems internally
Principal Responsibilities:
- Perform L1/L2 troubleshooting and break-fix (in person, by telephone, or via remote access) in a timely and accurate manner.
- Installing, diagnosing, repairing, maintaining, and upgrading all IT hardware/software and equipment (including but not limited to PC, Laptops, IP Phones, tablet, smartphones, dealer boards and Printers).
- Log all incident and request cases on the call logging system. To solve or escalate IT related problems and follow them through until case closure. These could range from urgent calls requiring immediate attention; to request for maintenance on hardware or information relating to the introduction of new systems.
- User account administration; removal of access for new and existing users.
- Assist to set-up and troubleshoot Town halls, Video, and Audio Conference issues.
- Create, update, and publish documentations relating to innovative solutions for enhanced user experience. Train users on new technology products being launched.
- Simulate technical issues encountered by end-users to come up with a standard permanent resolution.
- Actively utilise and contribute to the knowledge management system.
- Educate users about the purpose of self-assistance portals to have a basic knowledge on how to setup and some useful information of our business applications.
- Support MAC -Move, Add, Changes relating to user desk relocation and equipment upgrade.
- Actively participate in regional projects. Propose improvements to GTS services.
- Assisting in new systems or application implementations.
- Asset management; Track and monitor IT assets including hardware, accessories, loaned equipment’s, servicing, decommissioning and replacement.
- Liaise with 3rd party vendor in the proper provision of a timely support respond and resolution.
- Actively involved in Business Continuity pre and post events. Monitoring, maintaining BCP equipment and provide support.
Profile required
Academic Background and Certifications, Experience
- A diploma or above in Information Technology.
- Minimum 2 years’ experience in system support and network support service.
- Solid experience in Microsoft Windows platforms.
- Strong communication and interpersonal skills (written and verbal) in English, and is able to present ideas in a clear and concise manner.
- Keen attention to details.
- Strong analytical skills and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Able to work independently and under pressure.
- Good Team player who is a self-starter and able to multi-task.
- Strong customer service orientation.
Operational Skills
- Detailed understanding of TCP/IP inter-networking fundamentals, Microsoft 10/11 workstation/server/infrastructure and/or Solaris/Unix administration.
- Hands-on knowledge on Active Directory, DNS/WIN/DHCP, file/print services, ACL, registry modification, policy configuration, VB scripting and use of other desktop troubleshooting commands/tools would be essential.
- In-depth working knowledge of Microsoft products with a focus on Outlook.
- Knowledge of Microsoft Deployment Toolkit and Windows Deployment Server.
- Working knowledge of Microsoft Windows, Apple/Mac products, and handheld devices such as tablets/smartphones.
- A technical knowledge that will allow them to install systems, upgrade and repair, install expansion cards and upgrade PC memory, and to show initiative in solving problems associated with PC.
- Knowledge in the real-time data feed and trading applications such as Reuters, EBS and Bloomberg would be useful.
Behavioral Skills
- Client - Client focus: I put long term relationship with our clients at the center of my actions, whatever my position
- Team Spirit - Collective mindset: I favour the team’s interest over my own results
- Innovation - Technology: I adopt new technologies in the solutions and projects I work on
- Responsibility - Accountability: I make decisions in my scope of responsibilities
- Responsibility - Performance: I strive for high performance
- Commitment - Sustainability: I strive to develop my skills and knowledge
We regret to inform that only shortlisted candidate will be notified.
Business insight
Company Description
Societe Generale in Asia Pacific
Societe Generale is one of the leading European financial services groups. Founded in 1864, we have been playing a vital role in the economy for over 150 years. With more than 148,000 employees based in 76 countries worldwide, we accompany 32 million clients throughout the world on a daily basis. Based on a diversified universal banking model, the Group combines financial strength with a strategy of sustainable growth.
ASIA-PACIFIC (ASIA), as one of the Business Units of Societe Generale, operates in 12 locations across the Asia Pacific region, employing over 2,500 employees with the regional headquarter located in Hong Kong. Our activities here are centered on Societe Generale's Global Banking & Investor Solutions pole (GBIS), a major growth engine for the Group and a key pillar of Societe Generale's universal banking model. Our expertise in Asia Pacific ranges from Corporate & Investment Banking (Advisory, Financing and Global Markets) to Asset Management, Global Transaction Banking and specialised financial services like Equipment & Vendor Finance and Vehicle Leasing & Fleet Management. In addition, Societe Generale's Global Solution Centre (SGGSC) in Bangalore and Chennai offers customised business solutions to the Societe Generale Group globally including ASIA.
For more information, follow us on LinkedIn @Société Générale or visit our website www.societegenerale.asia.
Department Description
Global Technology Services department (RESG/GTS) includes all the IT infrastructure resources of Société Générale and its subsidiaries (Crédit du Nord, Franfinance, etc.) in France and abroad.
GTS’ mission is to provide the Group’s business divisions with secured infrastructure services. This translates into offers, service levels and costs tailored to the internal customers’ needs such as hosting businesses’ applications, workstations, collaborative services, network and telephony.
GTS aims to ensure the Information System (IS) production quality level and to respond to Group business needs for the set-up of new infrastructure services.
GTS is the entity that provides infrastructure services for the entire Société Générale group. It provides the bank with IT production and plays the role of IT infrastructure department.
We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.