IT Service Desk Analyst

1 week ago

Singapore EFG International Full time

Within the department of IT and reporting functionally to the IT Service Desk Manager, the IT Service Desk Analyst ensures the delivery of outstanding customer service to users and clients.

**Main Responsibilities**
- Logs all relevant incident/service request details, allocating categorization and prioritization codes as per internal procedure
- Provides first-line investigation and diagnosis
- Provides second-line investigation and diagnosis on complex issues and within the locally and globally agreed perimeter
- Support and coach other team members in the day to day delivery guiding them where required towards acquiring knowledge and competencies
- Escalates incidents/service requests that they cannot resolved within agreed timescales
- Keeps users informed of progress, closure and collects feedback for further analysis
- Conducts customer/user satisfaction call-backs/surveys as instructed
- Communicates with users and IT teams to ensure continuous feedback and to collect feedback on possible improvements
- Understands and can produce metrics based on KPIs and is able to explain their outputs
- Participates to projects and project delivery when required

**Required Skills and Experience**
- Strong customer service skills
- Excellent understanding of ITIL V4 practices and Value Stream processes
- Excellent communication skills to manage users and clients’ expectations and deliver outstanding service
- Accountable for the correct execution of the Major Incident management process and responsible for Major Incident communication
- Sound understanding of IT Security practices
- Fluent in English (mandatory) and any additional local or regional language/s, in particular:

- Mandarin
- Cantonese

EFG Bank is the Swiss private banking subsidiary of EFG International. Headquartered in Zurich, it has an international network spanning Europe, Asia Pacific, Middle East and Latin America, and manages assets for private clients all over the world. The bank’s services comprise asset management and investment counselling, investment funds, securities brokerage, estate planning and a full array of banking services. EFG Bank offers a stimulating and dynamic work environment.

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