L1 Service Desk Analyst

Contractor / Temp|Hong Kong|IT (Information Technology)

L1 Service Desk Analyst

Hong Kong Contractor / Temp IT (Information Technology)

Responsibilities

The Service Desk Analyst provides support for basic incident resolution and requests reported to the regional service desk. 
Responsibilities:

  • Act as a single point of contact and support internal staff via phone calls, emails, live chat and self-service tickets from internal staff regarding IT related issues and queries.
  • 1st line support: troubleshooting of IT related problems
  • Escalate unresolved issues / requests to the corresponding helpdesk (L2/L3 support)
  • Take ownership of users’ problems, follow up the status of problems on behalf of the user and communicate the status to users in a timely manner
  • Update all taken actions and information into ticketing system in a timely manner
  • To maintain a high degree of customer service for all support queries
  • Maintain knowledge database to ensure all information is up to date
  • Define new and improve existing processes and workflows
  • Capable to manage projects, documentations or tasks given by the manager
  • Responsible on managing end user online request forms

Work in Shift: Monday to Friday (6am – 3pm/8:00am – 5:00pm/8:30am -5:30pm/9:30am-6:30pm/10:30am-7:30pm)
Work during HK Public Holidays / Typhoon / Black Rainstorm

The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. 
The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools and additional support to Asia IT staff when required.

Profile required

  • Fluent in English
  • Excellent communication skills and telephone manner.
  • Effective listening and attentiveness skills
  • Excellent organizational skills
  • Willingness to improve and to learn
  • Customer service orientation and/or prior customer service training
  • Team player
  • Banking experience will be advantageous, but it is not mandatory
  • Candidate with more experience in service desk will be considered as senior role

BEHAVIORAL SKILLS

  • Client - Client focus: I nurture a long-term relationship with the clients/internal partners
  • Team Spirit - Open mindset/Respect: I listen and share my views and my expertise in an open mode
  • Innovation - Technology: I include technological breakthroughs in the strategies implemented
  • Responsibility - Empowerment and Accountability: I give resources and autonomy to make decisions
  • Client - Understanding and Respect: I listen to clients and colleagues in order to understand and anticipate their needs 
  • Team Spirit - Collective mindset: I favour the team’s interest over my own results

Business insight

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.

Department Description
Welcome to the IT Infrastructure department, Global Technology Services (GTS).

Today, the Digital Transformation raises important challenges around IT Architecture, Infrastructure and Security. Many of these challenges are opportunities to imagine new experiences for our clients and new way to deliver IT services.

Within the Resources and Innovation division, GTS department plays a key role in the Digital Transformation. With more than 3500 GTS staff located across the world, GTS develops innovative projects while delivering operational excellence for infrastructure services to 148,000 employees and 32 million external clients.

At GTS Asia, we are one of the pioneers in agile practice.

As part of the Service Desk team in Asia, you will be providing support to the internal users with basic incident resolution and handling users' requests. You will work closely with various business stakeholders, align with global direction and roadmap.

As a Service Desk Analyst, the successful candidate will require an aptitude for working with applications or systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support to Asia staff when required.

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.

Reference: 22000W3R
Entity: Societe Generale Hong Kong Branch
Starting date: 2023/03/01
Publication date: 2022/11/10
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