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Senior Analyst, Global Service Desk - ASAP

Keywords / Skills : Customer Service

4 - 14 years
Posted: 2019-05-29

Job Description
Why work at Standard Chartered?


Standard Chartered believe that every one of their colleagues plays a tangible role in delivering their purpose – "Driving commerce and prosperity through our unique diversity." They all feel strongly about living their valued behaviours – Never settle, Doing the right thing, and Better together and their culture makes this organisation special. Standard Chartered Bank have always sought continuously to improve, to challenge themselves and to drive change within the industry, the world we live in, and with themselves to live up to their brand promise - to be Here for good.

The success of the Bank and the achievement of their business strategy hinges on the way they invest in, manage and organise their people, the employee experience they create and the culture they build. Standard Chartered are building a future ready workforce enabled by digital skills, organisational adaptability and leadership at every level. They are committed to creating an inclusive and flexible environment where their diverse talent feels able and inspired to make a meaningful contribution to the prosperity of our clients.


Brief Scope:

A single point of contact and provide advice, guidance and the rapid restoration of normal IT services to its Customers and Users. You are the customer- focused 'Service Team' with technical expertise, business awareness and interpersonal skills, and knowledge over a wide range of technological tools.

The Role 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 fulfilment 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.
Our Ideal Candidate
Academic & Professional
  • Field of Study Graduate with Diploma/Degree in Computers or other Technical certifications
  • Certification Post Graduation in Science / Others, Technical certifications in Computer Science / IT/MIS
Skills & Attributes
The following skills are required to be successful in performing this position:
  • Good interpersonal and communication skills
  • Must be detail oriented, highly organized and able to handle a variety of tasks in an efficient manner.
  • Adept at applying generalist IT knowledge to specific problem resolution situations
  • Familiarity with hardware/software components and terminology.
  • Strong customer service background, ability to work in shift rotation (24 x 7), enjoy working with people , Self-Learner / Quick Learner
  • Crisis Management
  • Coordinating with other business functions to develop and implement plans
  • Knowledge in various technology platforms, domains and application development. Advanced knowledge of Microsoft products
  • Minimum of 4 year of experience, with at least 3 year of relevant experience

Key Skill(s)

About Company

Established in 1997, Resource Solutions is a provider of Recruitment Process Outsourcing (RPO) and Managed Service Provider (MSP) solutions.
As part of the Robert Walters Group – a world-leading specialist professional recruitment consultancy, our business has considerable resources at its disposal. With a global footprint across 25 countries, we’re able to work in close partnership with organisations and manage everything from global accounts with demanding resourcing strategies to single sites with lower recruitment volumes.
We currently source and recruit for clients in over 40 countries, manage a recruitment budget of over £2 billion and hire tens of thousands of employees each year. We’re in a strong position in the market, and aim to build on that further still – developing quality solutions and driving service improvement, innovation and value in order to continuously exceed client expectations.
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