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AVP / Snr Assoc, Helpdesk Lead, Technology and Operations

Keywords / Skills : AVP / Snr Assoc, Helpdesk Lead, Technology and Operations

5 - 50 years
Posted: 2018-11-08

Banking/ Financial Services
ERP, CRM - Support Engineer
Posted On
8th Nov 2018
Job Ref code
Job Description

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. The Helpdesk lead will need to provide support to the Service Desk agents and handle management of the Helpdesk operations, escalation cases, improve knowledgebase and establish the plan to drive towards user self-help. The lead will need to perform problem ticket analysis and find ways to reduce Helpdesk calls and enabling user self-help.  He/she will need to maintain the IT chatbot and optimize the helpdesk operations and processes, including streamlining regional helpdesk operations.
  • Manage the Service Desk and staff and act as a further escalation point for unresolved or escalated calls.
  • Provides second level applications problem resolution using troubleshooting techniques and when necessary assigns to engineer for remote support/site visit. 
  • Take on a wider customer service role and maintain a high degree of customer service for all support queries.  
  • Provides expertise and guidance to Service Desk agents. 
  • Report to senior manager on any issue that could significantly impact the business. Take overall responsibility for incident management and request fulfilment on the Service Desk. 
  • Ensure staff take ownership of user problems and be proactive when dealing with user issues. 
  • Provides daily work assignments supervision and direction to the Helpdesk Operations lead. 
  • Interviewing and hiring process of new staff members. Provides input to staff performance reviews. 
  • Maintains detailed insight of systems operations which leads to process improvement. 
  • Establish and execute plans to drive users towards self-service.  Identify initiatives via automation to ensure Helpdesk calls can be eliminated. 
  • Optimise Regional Helpdesk operations and processes.

  • Excellent verbal and communication skills are a must in this position. Advance knowledge in Windows Operating systems and Office365 products. Flexible well-motivated team player ability to work under pressure and willingness to work any shift. Well-developed analytical and problem solving skills. Excellent inter-personal skills: diplomatic and able to inspire user and employee confidence.
  • Ability to determine correct workload priorities for the First Line Service Desk Team
  • Ability to coach team members and provide necessary training to improve skill sets.
  • Evidence of customer service skill
  • 5 years experience of working in a Service Desk support function, ideally in a significantly d organisation supporting 15000+ networked computers and mobile devices
  • Ability to use initiative and diagnose some users' problems without referral
  • Good level of technical skills, troubleshooting skills for PC/mobile/laptop/Office365 services/network
  • Thorough, professional approach
  • Proven track record of the supervision of staff and/or contractors where appropriate
  • Problem solving and analysis of fault scenarios under pressure with competing demands & conflicting 
  • priorities. The post holder will be required to work well using their own initiative with minimal support from others. 
  • Sound programming skills 
  • Ability to determine appropriate work priorities and manage workload effectively
  • Recruitment experience
  • Supervisory training and mentoring experience

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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

About Company

DBS is a leading financial services group in Asia, with over 280 branches across 18 markets. Headquartered and listed in Singapore, DBS has a growing presence in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's capital position, as well as "AA-" and "Aa1" credit ratings, is among the highest in Asia-Pacific. DBS has been recognised for its leadership in the region, having been named “Asia's Best Bank” by The Banker, a member of the Financial Times group, and “Best Bank in Asia-Pacific” by Global Finance. The bank has also been named “Safest Bank in Asia” by Global Finance for seven consecutive years from 2009 to 2015.

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