Systems Support Analyst/Senior Systems Support Analyst

2 weeks ago

Singapore THE BANK OF NOVA SCOTIA Full time
Roles & Responsibilities

Purpose

Contributes to the overall success of the Workplace Service Team in Singapore ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Accountabilities

  • Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
  • Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank's Values, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
  • Champions a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.
  • Responsible for local system administration, local system support and infrastructure support.
  • Provide desktop and user support for both front and back-office users, responsible for managing the software/hardware, infrastructure servers and video teleconferencing related requests and matters.
  • Set up, operate, and maintain local systems/equipment through keeping them in good condition and monitoring consoles and peripheral equipment for malfunctions and error conditions.
  • Running all application processing, installation, and configuration according to the operating instructions provided.
  • Ensure management is made aware of any situations, both actual and potential that might adversely impact the safety, integrity, and quality of the local systems.
  • Initiate recovery or restart procedures required as a result of unforeseen occurrences or interruptions, including:
  • Accurate logging and ascertaining the nature of the problem to determine the level of support required.
  • Ensuring the required support is gained promptly and given a high level of assistance to ensure a speedy resolution.
  • Ensuring line management is aware of any production problem as they occur.
  • Provide professional and courteous support to the users, answering questions, assist in the investigation of hardware and applications issues and get the problem resolved in a timely manner.
  • Provide support in preparation of the regular BCP drills.
  • Keep current on rapidly changing technological trends, self-teach new technologies and maintaining an understanding on the bank's desktop technology strategies meeting the departmental objectives.
  • Answer support calls and emails, and then raise ticket(s) on the incident management system in a timely and effective manner to ensure a timely resolution. Also, perform closure of logs including following up with all affected departments and their associated users to ensure that problems are solved, and the level of service did meet their expectation.
  • Responsible to raise incident tickets on ServiceNow for any issues requested by users. Ensure tickets are being handle and resolve in an effective and timely manner; including following up with all affected departments and their associated users to ensure problems are resolved and the level of service did meet the customer expectation.

Education / Experience / Other Information

  • Good fundamental knowledge of computing and networking is needed.
  • Good knowledge of individual area is needed for basic troubleshooting and support.
  • Good knowledge in Windows OS, mobile devices, VOIP telephony, infrastructure related hardware, LAN/WAN technology and Incident management.
  • Good communication skill
  • At least 8 years of experience in Information Technology area
Tell employers what skills you have

Troubleshooting
Hardware
Investigation
Teleconferencing
Information Technology
Telephony
Windows OS
Problem Management
Networking
System Administration
Mobile Devices
ServiceNow
Incident Management
Infrastructure Support

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