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. In Hang Seng Information Technology, we continually improve our capabilities through innovative technologies, delivering a comprehensive range of products and services to meet changing customer needs. We enhance customer experience, convenience and choices across our distribution channels, providing secure and engaged offerings at individual’s preference and lifestyle expectations. 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. Responsibilities Provide remote and on‑site technical support within the agreed service levels, covering desktop, mobile, communication systems and AV systems. Identify, diagnose and resolve computer, system and network issues. Ensure proper documentation, notification, escalation, tracking and follow‑up of all incidents. Manage IT operation and deployment of local IT services to optimize speed, cost and quality. Identify issues arising from delivery risk, define preventive actions or corrective measures, and timely escalate major project risks and issues to management. Work closely with infrastructure domain teams in the HSBC Group to influence the practice and standard of infrastructure products; coordinate with product owners on rollout schedules. Monitor user impact and support resource requirements for any production change. Manage funding approval, maintain healthy stock and inventory management, and coordinate logistics from global SSP or local business‑sponsored requirements. Develop and implement customer service policies and procedures to optimize efficiency and effectiveness. Handle escalated customer inquiries and issues, providing timely and satisfactory resolutions. Monitor key performance indicators (KPIs) to track service levels and identify areas for improvement. Collaborate with cross‑functional teams to enhance the overall customer experience. Conduct regular sessions to gather feedback and align services with their evolving requirements. Compile and analyze customer feedback to drive product and service improvements. Provide professional consultancy in response to queries from developers and business. Respond to ad‑hoc business initiatives and management directions. Requirements Bachelor’s degree in Business Administration, Computer Science or a related field. Proven experience in a customer service management role within the IT industry. Proven experience 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 delivering quality results and able to meet deadlines under tight schedules and heavy workloads. Strong sense of ownership and a 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 the following domains is a plus: Microsoft Outlook, Microsoft Active Directory, Microsoft Office products and Cisco Video Conference endpoint. You’ll achieve more when you join Hang Seng Bank Limited. 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. All information provided by applicants will be used only for recruitment purposes and will be used strictly in accordance with the bank’s personal data policies. Unless otherwise instructed in writing, applicants may be considered for other suitable positions within the bank and its related companies. Personal data of unsuccessful job applicants may be retained for a maximum of two years from the date when the job application is rejected and may be retained for longer if there is a subsisting reason obliging the bank to do so, after which the personal data will be destroyed. Issued by Hang Seng Bank Limited #J-18808-Ljbffr