HSBC Looking for Senior Service Desk Analyst/IT Infrastructure Delivery at Hyderabad, Telangana Full Time

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Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Senior Service Desk Analyst.

In this role, you will:
Role Purpose-

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

Suggest process improvement ideas/solutions to enhance Customer Experience/eliminate waste.

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 and contribute with ideas and suggestions 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.

Request a GSD Knowledge Tool where solution is found/identified but not documented. Request a GSD Knowledge Tool update where a correction or modification is needed. Identification of Virtual Assistant/GHD Console scope through increased usage therefore helping increase the scope of Virtual 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.

Customers / Stakeholders -User requests should be fully analyzed and processed by following the standards, procedures and policies; confidently guide and advise users in a structured manner with full explanation of issues, establish positive relationships and maintain effective liaison with all departments; operate in accordance with agreed procedures, standards and policies; perform as per the set quality standards and procure satisfactory rating in the quality audits performed by Technical/Quality Leads; Work on feedback and ensure errors are not repeated; contribute to Service Delivery by understanding the PLAs of the process and providing impeccable service to our users; handle change and stay focused under pressure;

Team work – Interact well with peers, superiors & people from other support areas; actively participate in the Daily/Weekly/Monthly meetings and other team get-togethers; contribute ideas towards enhancing team bonding; support team projects;

Learning & Development – Complete all the mandatory courses on My Learning as assigned by the line manager; take up additional courses in line with the process/role requirement;

Audit Adherence – Should adhere to the compliance/ audit requirements set and communicated by the GSC management; keep the confidentiality of sensitive information of users; ensure breach of confidentiality is immediately bought to the attention of the line manager;

Major Challenges-

Service Desks undergo change constantly. Senior Analysts must be flexible and adaptable to change, to be able to provide high level of customer service to the users.

The Global nature of the Service Desks would require the Senior Analysts to be able to interact effectively with users from different regions.

For the end users, the Service Desk is the face of IT as a whole. The Senior analysts would need to own the issues and work with the support teams and the Management to ensure that the users are handled effectively and efficiently. Role Context

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.

Ensure adherence to process standards of incident logging and using knowledge base.

The job holder should not provide unauthorized access to any of the applications; non-expiry passwords should not be given without proper approval.

The job holder will have quality delivery sessions conducted by the Team/Quality leads who will audit requests/calls and deliver feedback to ensure that the team meets quality requirements.

Management & Leadership of Regulatory, Compliance & Operational Risk -Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM

Observation of Internal Controls -Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators. Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimising relations with regulators

Requirements

To be successful in this role, you should meet the following requirements:

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 two 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.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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Issued by – HSBC Software Development Indi