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Helpdesk

4 months ago

Singapore TEKISHUB CONSULTING SERVICES PTE. LTD. Full time
Mon to Friday

8:30 AM to 6 pm


SSB Operations Management Officer (SSB OMO), Core Operations, Technology and Operations Work environment may require rotation in work hours between 7am - 7pm with comp off on some days.

Business Function


Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation.

In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.


Responsibilities:

  • The position is to perform SSB Terminal monitoring and Incident Management help desk functions within SSB Operations Management Center and action of additional tasks and service requests across the Core Operations department
  • The position is responsible for the proactive planning of all incoming Service Request (SR) allocations received within a specific geographic territory or; Effective exception management; Responsible for ensuring that all available field technician resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements are met.
  • This role will support the activities of the Field Engineers (FE) assigned within a particular geographic region or territory; Responsibilities include planning, prioritizing, assigning, and monitoring all open Service Requests for FE's.
  • Monitoring and controlling all outstanding Service Requests and Core Operational matters within specific geographical areas as assigned; Identifying and escalating to the Team Leader or the Manager any situation that will cause a Service Request to exceed the specific contractual response or fix time for internal and external parties.
  • Ensuring the correct and timely closure and completion of all the Service Requests.
  • Recording any customer complaints on our SSB Network referred by any outside source and managing escalation as defined; maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding Service Requests.
  • Generates daily and weekly incident reporting; review incident history to determine recurring faults.
  • Work environment may require rotation in work hours between 7am 7pm with comp off on some days.
  • Ensure preparation & validation of reports for capturing the overall performance

Requirements:

  • Good knowledge on Help desk Service levels / KPIs such as 1st call resolution, response time etc.
  • Ability to communicate effectively, calmly and patiently with both technical and nontechnical customer including internal groups.