L1 Service Desk Analyst

L1 Service Desk Analyst

IT (Information Technology) Contractor / Temp Hong Kong, Hong Kong Reference 24000LX3 Start date Immediately Publication date 2024 / 09 / 13

Responsibilities

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.

Profile required

Behavioral Skills