End User Services Analyst Engineer

Some careers have more impact than others. If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further. Chief Technology Office – Information Technology In Hang Sang Information Technology, we continually improve our capabilities through innovative technologies, delivering a comprehensive range of products and services in meeting changing customer needs. We enhance customer experience, convenience and choices across our distribution channels, providing secure and engaged offering at individual's preference and lifestyle expectation. We advocate creativity and collaboration to unlock the potential of our people, creating an open and progressive workplace. We develop deep expertise in financial technologies, consulting and partnering with our business in delivering customer centric propositions in an agile manner. We are currently seeking a high caliber professional to join our department as End User Services Analyst Engineer . Principal responsibilities Provide the remote and on-site support technical support within the agreed service levels, covering desktop, mobile, communication systems and AV systems. Identify, diagnose, and resolve computer, system and network issues. Ensures proper documentation, notification, escalation, and tracking and follow up of all incidents. Manage IT operation and deployment of local IT services to optimize speed, cost and quality. Identify any issues that may arise due to delivery risk, define preventive actions or corrective measures and timely elevate major project risks and issues to management. Work closely with infrastructure domain teams in HSBC Group to influence the practice and standard of infrastructure products; work closely with product owners on the rollout schedule. Monitor user impact and support resource requirement for any production change. Manage the funding approval, maintain a healthy stock and inventory management and coordinate logistics from global SSP or local business sponsored requirement. Developing and implementing customer service policies and procedures to optimize efficiency and effectiveness. Handling escalated customer inquiries and issues, providing timely and satisfactory resolutions. Monitoring key performance indicators (KPIs) to track service levels and identify areas for improvement. Collaborating with cross-functional teams to enhance the overall customer experience. Conducting regular sessions to gather feedback and align services with their evolving requirements. Compiling and analyze customer feedback to drive product and service improvements. Provide professional consultancy in response to queries from developers and business. Responsive to any ad-hoc business initiatives and management directions. Requirements Bachelor's degree in Business Administration, Computer Science or related field. Proven experience in a customer service management role within the IT industry. Proven experience in arranging bank‑wide events, hosting business engagements and issuing written communications. Excellent interpersonal, communication and problem‑solving skills. Fluency in English, Chinese and Cantonese, both written and spoken. Committed to the delivery of quality results and able to meet deadlines under tight schedule and heavy workload. Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes, self‑motivated, positive, flexible attitude, excellent team player with ability to work under minimal supervision. Open minded, willing to learn, explore and implement new and emerging technologies. Technical knowledge in following domain is a plus: Microsoft Outlook, Microsoft Active Directory, Microsoft Office products and Cisco Video Conference end‑point. You’ll achieve more when you join Hang Seng Bank Limited. Visit and for more information. Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best‑in‑class products and services. We seek to attract high‑calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages. Issued by Hang Seng Bank Limited #J-18808-Ljbffr