Role Title: Service Desk Analyst
Business: IT Infrastructure Delivery
Role Purpose / Description
•To delivery IT Service desk related services to users and business partners via Voice or Email channels.
•To handle acceptable volume of user requests/calls and complete them in the specified Turn Around Time.
•To identify the customer requirements accurately. User requests should be fully analyzed and processed by following the standards, procedures and policies.
•To work on feedback and ensure errors are not repeated.
•To identify and resolve complex issues on a day-to-day basis escalating if required to the relevant support areas and senior management.
•To acquire a thorough understanding of the process procedures, keep abreast with changes made and provide quality services to the users.
Ideal candidate profile
Knowledge & Experience / Qualifications
Bachelor's degree in Computer Science, Management Information Systems, Engineering, related technical field or equivalent experience are preferable.
•Minimum of one year's Information Technology/ IT Service desk experience or equivalent;
•Excellent verbal and written communication skills.
•Fluent in spoken English and Cantonese; knowledge of Putonghua will be an advantage; Good written English for correspondence.
•Ability to build and maintain cordial relationship with users, peers and people at all levels utilizing diplomacy, judgment and interpersonal skills.
•Good job commitment, able to perform the job according to provided procedure and work independently.
About HSBC Technology China
We develop, implement and support software and IT services and processes that allow HSBC to remain at the forefront of high-quality banking systems. We develop and maintain systems for HSBC's global businesses, as well as support functions such as Finance, HR and Risk. We work across a range of technology platforms and development disciplines, from mainframe to mobile technologies.
Our team includes software engineers and developers, architects, testers, IT and business analysts, consultants and programme and project managers, as well as team leadership and management roles. We employ people in almost all the countries and territories in which HSBC operates. Two locations of HSBC Technology China, including Guangzhou and Xi'an, are world-class technology hubs with industrial delivery capability.
Some careers grow faster than others
If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.