Service Helpdesk/ IT Analyst/IT Infrastructure Delivery

Job description

Business/Function

& Location:

(Country/Department)

HSBC Technology India/IT Infrastructure Delivery/ Hyderabad

GCB-8

Role Purpose (overall high level summary of the role)

 Provide technical support to internal users

 Resolve a high percentage of calls at first point of contact through the use of the knowledge base/ any other knowledge tool and raise incidents/tickets to escalate problems to second level support areas as appropriate

 An eye for quality and suggest improvement over current practices

 Acquire a thorough understanding of the process procedures, keep abreast with changes made and provide quality services to the users.

 Be a team player and actively participate in Daily/Weekly/Monthly meets etc.

 Be resourceful, innovative and show initiative while supporting any team projects taken up;

 Be responsible for ensuring the Service Level Agreements are met.

 Ensure proper usage of GSD R12 for Incident and Knowledge Management. Promote self-help amongst the

Principal Accountabilities: Key activities and decision making areas

Typical Targetsand Measures

Impact on the Business/ Function

Core Business & Service Delivery - To handle acceptable volume of user requests/calls and complete them in the specified Turn Around Time thereby contributing to PLA with business area; identify the customer requirements accurately. Ensure proper usage of GSD as the incident logging tool. Knowledge base to be used effectively and promote self help to the users wherever possible.

 Complete all calls within the stipulated timescales, while striving to improve the customer experience as well as provide support and quick response on all services.

 Effective use of GSD R12 for logging incidents under the correct CI, effective use of knowledge and adherence to the Service Management governance processes within the Help & Support Domain.

Knowledge & Experience / Qualifications ( For the role–not the roleholder. Minimum requirements of the role.)

A. Secondary SchoolX B. University (BA) or (BS)C. Post Graduate (Masters)

XA. Two years or lessB. Two to five yearsC. Five to ten yearsD. Over ten years

 Excellent verbal and written communication skills.

 Quick learner with an ability to share and transfer knowledge.

 Ability to build and maintain cordial relationship with users, peers and people at all levels utilizing diplomacy, judgment and interpersonal skills.

 Minimum of one year's Information Technology/ IT Service desk experience or equivalent.

 Bachelor's degree in Computer Science, Management Information Systems, Engineering, related technical field or equivalent experience.

Desired profile

Qualifications :

Any Graduates