Recruiting for-Senior Analyst, Global Service Desk

Job Description

Role Responsibilities Job Scope 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.Strategy
• Maintain Customer Service Skills to agreed standards for all interactions.
• Ensure customer satisfaction through improved service and quality.
• 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.
• Upholding the Values of the Group and Company at all times and Compliance with all applicable Rules / Regulations and Company and Group Policies.
• Work with stakeholders within and outside ET-EUS-Service Desk.
Business
• Work with internal stakeholders of the business to re-look at current processes and ways of working to identify strategic service innovations and eventually carry these through to implementation.
• Report support team s performance to higher-ups
• Discuss and explain feedback with Service Desk agents in regular meetings.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Devise sampling procedures and directions for recording and reporting quality data.
• Data gathering and validation report generation and presentation.
• Analyse data to identify areas for improvement in the quality system.
• Improve customer experience.
Processes
• Evaluate IT processes / workflows / workload using LEAN methodology to identify opportunities for automation, wastage elimination, innovation and centralization
• Manage various transformation streams i.e. automation, workflow optimization, shift-left, centralization to ensure opportunities are solutioned and implemented into production without service impact.
• Work with Service Domain / Service Design for seamless integration of solutions in the end to end customer journey.
• Work with End Users Support Services (ESS) / CSI to ensure service continuity in case of automation failure or interruption.
• Drive consistent adoption of new or changed processes and services across all the countries in scope for End Users Support Services.
• Define tooling requirements that will reduce time / effort in executing an activity and work with appropriate teams to develop this tool.
• Evaluate innovation opportunities for services planned to be onboarded into the support space.
• Drive best-in-class delivery by ensuring all service SLA s and KPI s are measured and met, service hygiene is maintained including asset registration, build commissioning, decommissioning and patch process adherence with evidence of conformance / performance.
• Drive User Experience Management i.e. measuring performance beyond existing KPI s and focusing on user feedback e.g. Voice of Customer, Experience SLA s, etc.
• Conduct quality assurance policies and procedures process review.
• Interpret and implement quality assurance process and procedural documentation.
Regulatory and Business Conduct
• Display exemplary conduct and live by the Group s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead to achieve the outcomes set out in the Bank s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment].
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.
Key Stakeholders
• All Enterprise Technology Team, Ensure User Services.
Other Responsibilities
• Embed Here for good and Group s brand and values in India, Chennai / End User Service, Global Service Desk; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats).
Key ResponsibilitiesThe responsibilities include the following
• 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 Desktop and Print 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.
Our Ideal Candidate
• 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 Good analytics skills, Researching, diagnosing, troubleshooting and identifying solutions to resolve Voice system related issues.
• Good understanding of ITIL Service Management Process.
• Good understanding of Microsoft AD, O365, Exchange Online, Skype for business; Apple MAC Operating System; iOS for iPhone; Mobile Data Management platforms for End Users related supported software and devices.
• Understanding human centric design methodology for Service Operations and Project delivery.
• Knowledge of quality assurance terminology, methods, and tools.
Skills and Attributes
• 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.
Nice to have
• 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.
• 4 years of experience, with at least 3 year of relevant experience.
Role Specific Technical Competencies
• Technical Troubleshooting
• Service Excellence
• IT Service Continuity Management
• Help Desk
• Big Data Management and Analytics
• Data Science
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Keyskills :
customer relationsresearchboard of directorsaccountsmobile datahuman skillsreporting