Job Responsibilities
To provide a single point of contact and support for Customers through Voice, Email, Web and other relevant channels in relation to technology related incidents and requests.
To facilitate the restoration and fulfillment of normal technology operational service with minimal business impact on the Customer within agreed service levels and business priorities
The administration of user accounts, including system access rights, across all IT services within the enterprise. It also includes the administration of Non-User Service accounts in conduction with the needs of System Administration.
Review security-related access rights practices, directives and guidelines.
Ensures the compliance of suppliers of DP services, to access rights policy and guidelines
Provide for review and consultation with respect to software and hardware products offering access rights capability.
Work as part of a team providing coverage on a 7 day a week, 24 hour per day (24/7) basis
Ensure customer satisfaction through improved service and quality
To attempt and ensure First Call resolutions on technology related incidents and requests within the Level I support team and in case of requirements, escalate to Level II or Level III Technology Support Teams with relevant diagnosis and documentations.
Take End to End ownership of Technology incidents and Requests in order to resolve them within agreed objectives and to the satisfaction of customers
Maintain Customer Service Skills to agreed standards for all interactions.
Identify and highlight to the appropriate authority any service concern or improvement opportunity
Expected to meet or exceed key measures and objectives of your role. Ensure performance, productivity, skill and quality in line with the expectations
Develop understanding of ITSC business solution and seek out improvement opportunities
Adherence to the specified standards of Quality and Audit / Risk requirements
Upholding the Values of the Group and Company at all times and Compliance with all applicable Rules/ Regulations and Company and Group Policies.
To build relationship & network with stakeholders within & outside ITSC.

Job Requirement
Possess a Diploma or Degree in Computer Science / Technology
At least 1 year of experience in Service Desk environment
Good interpersonal and communication skills
Must be detail oriented, highly organized and able to handle a variety of tasks in an efficient manner.
Strong ethics, loyalty and genuine concern for the needs of others
Adept at applying generalist IT knowledge to specific problem resolution situations
Familiarity with hardware/software components and terminology.
Experience analyzing hardware and software problems and making a diagnosis quickly
Strong customer service background, ability to work in a team environment, enjoy working with people
Strong analytical and statistical skills
Metrics Driven
Self Learner / Quick Learner

Interested candidates are encouraged to apply online or e-mail your application to KL-GSSC.Recruitment@my.standardchartered.com Only short listed candidates will be notified. All applications will be treated strictly private and confidential.