Analyst / Associate - System Operations & Field Support | Singapore, SG

5 days ago


Singapore Mizuho Bank Full time

Analyst / Associate - System Operations & Field Support
Singapore Administration Department - System Operation and Field Support
Overview of Division/Department
Singapore Administration Department System Operation and Field Support section is in charge of the following:
System Operation (Both for production and UAT)
Helpdesk and desktop support
Market related application support
Company Profile
A LEADING GLOBAL BANK, WITH ONE OF THE LARGEST CUSTOMER BASES IN JAPAN, AND A GLOBAL NETWORK OF FINANCIAL AND BUSINESS CENTERS.
MIZUHO BANK SINGAPORE BRANCH HOLDS A FULL BANK LICENSE AND PROVIDES BANKING SERVICES TO MORE THAN 2,000 JAPANESE AND NON-JAPANESE CUSTOMERS, OPERATING WITH STAFF STRENGTH OF MORE THAN 700 IN SINGAPORE.
ITS PRINCIPAL BUSINESS ENCOMPASSES CORPORATE FINANCE, TRADE FINANCE, CASH MANAGEMENT, FUNDS TRANSFERS, PROJECT FINANCE AND TREASURY. IT ALSO COLLABORATES WITH ITS AFFILIATE COMPANY, MIZUHO SECURITIES, TO PROVIDE INVESTMENT BANKING SOLUTIONS TO ITS CUSTOMERS.
Job Responsibilities
Key Roles and Responsibilities include:
Assist SH to lead and manage HelpDesk & Field Support
Lead/manage/train staff in both HelpDesk & Field Support and vendors.
Perform/control/manage daily/ad-hoc HelpDesk & Field Support works.
Perform all self-check related to HelpDesk & Field Support Team.
Report the details of incidents and status to superiors on time without delay in case of any unexpected results of HelpDesk & Field Support and tasks, and also perform troubleshooting and report the status to supervisor on time without delay.
Propose or plan a solution to make HelpDesk & Field Support tasks more stable and efficient.
Support/control a project related to HelpDesk & Field Support as a project member.
Lead projects as project manager and supervise projects performed by team members as a senior. Propose alternative solutions to superiors immediately in case of any delays or problems discovered.
Propose/analyze daily/weekly/monthly/yearly HelpDesk & Field Support tasks and provide a plan for improvements.
Perform any ad-hoc assignment as instructed by superiors.
Assist SH in the day-to-day management of the HelpDesk & Field Support Team.
Provide solutions to user-related requests and maintain comprehensive documentation, including knowledge-based articles, FAQs, and IOP (Internal Operating Procedures).
Review and maintain all documentation related to HelpDesk and ensure timely updates are being carried out by the team.
Respond to inquiries, troubleshoot technical issues, and resolve problems via phone, email, chat, or in-person in a timely manner.
Manage H/W and S/W inventory.
Report the details of incidents and status to superiors without delay in case of unexpected results of HelpDesk related tasks.
Assist leader and Section Head in performing day-to-day activities related to HelpDesk in compliance with MHBK policy.
Perform daily self-checks of helpdesk job tasks and responsibilities.
Assist with office renovation and moving.
Broadcast announcements to the branch.
Involve in tasks of incident management.
Job Requirements
Strong communication and customer service skills.
Problem-solving abilities along with patience and empathy in dealing with end-user requests.
Technical proficiency with computer software.
Prior experience in IT support and inventory management experience may be preferred.
Business-level proficiency in English is required to communicate, read, understand, respond, and present to management, including system discussions, Q&A meetings, status update meetings, and writing reports.
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