Desktop Support/Sr. Associate System Engineer/IT Infrastructure Delivery

Desktop Support/Sr. Associate System Engineer/IT Infrastructure Delivery


Job Description

  • Own, Interpret and analyse customer requirements/issues and look at effectively completing them. Strive to deliver outstanding customer service and drive to achieve/improve exceptional customer loyalty, satisfaction and turn around time.
    • Acquire good process knowledge and be informed of all new updates/additions and functions.
    • Customer education on product use.
    • Liaison with in-house departments and third party suppliers.
    • Involvement in project implementation.
    • Involvement in procurement/deployment of hardware and software.
    • Work in accordance to predefined PLAs / SLA’s ensuring end user efficiency is maintained.
    • Understand the Quality requirements of the process well and follow up by calling/emailing the customer by having the parameters as the guide. Work/Implement on feedback given by the Trainers/Team leads/Coaches and show improvement (if necessary).
    • Understand performance expectations clearly. Achieve/exceed target productivity goals and always strive to strike the correct balance between productivity and quality.
    • Understand the importance of schedule adherence and operate according to the agreed norms (be present during operational hours, plan leaves effectively, take breaks per schedule etc).
    • Work towards improving and building on existing knowledge. Effectively utilize various training programs offered by the bank.
    • Share best practices. Be a visibly active member in the team by actively participating and contributing in team meets.
    • Identify ways of improving service/adding value/reducing costs in line with business goals;
    • Ensure compliance with audit requirements by actions being governed by overall audit guidelines;
    • Adhere to the security and compliance standards and focus on excelling customer requirements;
    • Actively participate in understanding and completing various Compliance, Security and Audit related certifications rolled out by the HSBC Bank/Group
  • Analyze data and generate reports for working out best practices.

Essential Skills

  • Candidate should be atleast a graduate in any discipline with 2-3 years of IT experience – Desired
  • Should have industry standard certified relevant to the process platform/environment, preferably on Windows Domain- Desired
  1. Ability to work under pressure and deliver within limited timescales, whilst maintaining quality
  2. Ability to prioritize and deliver service, to agreed service levels, within a diverse and constantly changing technical environment. Willingness to work outside office hours on occasions, including weekends.
  3. Enthusiasm for new technologies and change
  4. Good working knowledge of  Windows XP and Windows 7
  5. Basic knowledge on HSBC ITO Delivery practices – Hardware Provisioning / ATM Support / Global Second line
  6. Good general IT support knowledge
  7. Strong interpersonal skills & good customer service skills
  8. Good communication skills, both verbal and written
  9. Strong analytical skills to quickly assess situations, their impact and options for resolution with high level of judgment and decision making skills
  10. To work in 24/7 environment.Prerequisites
  • Applicants must have successfully completed 12 months in their current role and process learning curve as applicable.
  • All applications must be approved via the Line Manager.



Job Field

 : Information Technology

Primary Location

 : Asia Pacific-India-Telangana-Hyderabad


 : Full-time


 : Day Job

Type of Vacancy : Country vacancy

Job Posting

 : 06-Dec-2018, 13:59:58

Unposting Date

 : Ongoing

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