L1 Service Desk Analyst

Department Description

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

IT infrastructure is one of the major stakes for the bank and is at the heart of Societe Generale group's strategy.

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.

Key Objectives & Core 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/9:30am-6:30pm)

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.

• 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 

OUR CULTURE:

At Societe Generale, we live by our 4 core values of commitment, responsibility, team spirit and innovation. We are engaged and demonstrate consideration for others. We act ethically and with courage. We focus our talent and energy on collective success. We experiment and propose new ideas. This way, we maximize our ability to serve client needs and anticipate market changes. Societe Generale is committed to strengthening bonds with colleagues, communities, and the world in which we live, because relationships are at the heart of how we operate. Please visit our APAC career website: https://www.societegenerale.asia/en/careers/building-your-career-with/ for more information.

DIVERSITY, EQUITY & INCLUSION (DE&I):

Our mission: Recruit, develop, advance, and retain a diverse workforce that is united in our efforts to enhance our competitive position and deliver innovative solutions to our clients.

Our vision:

• Engaged workforce that is demographically diverse in a way that reflects the communities in which we operate
• Inclusive culture and workplace that recognizes employees' unique needs and utilizes their diverse talents
• Engage our community and marketplace, and position the organization to meet the needs of all its clients

Check out our DE&I initiatives: https://www.societegenerale.asia/en/careers/diversity-equity-inclusion-dei/