Helpdesk Specialist, IT Operations Manager

9 hours ago

Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank (Hong Kong) Limited Full time

**IT Operations at DBS Bank (Hong Kong) Limited**

 

Job Description

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

In T&O, we manage the majority of the Bank's operational processes and strive to delight our business partners through multiple banking delivery channels. Our team aims to deliver an exceptional user experience for all stakeholders by providing prompt and professional technical support.

Main Responsibilities:

  • Provide expert technical assistance to end-users by responding to IT-related inquiries or issues related to laptops, desktops, mobile devices, Active Directory (AD), Windows 10/11, Office 365, and mobile Office 365, Microsoft SCCM, printing services, antivirus, LAN/WiFi, and VPN connections, seeking secondary support from headquarters teams or vendors when necessary.
  • Detect and troubleshoot hardware and software malfunctions to ensure minimal disruption to users.
  • Regularly review user tickets to identify top issues and root causes, work out technical solutions or processes to resolve/minimize the same issue, and follow up on user feedback.
  • Monitor and review the local team's Service Level Agreement (SLA), provide regular management reports and dashboards to track performance.
  • Manage and support the Tap and Print printer infrastructure system, perform User Acceptance Testing (UAT) before implementing new functions in production systems, and regularly re-validate security settings for all printers.
  • Manage end-of-warranty printers and decommissioned printers, assist users in evaluating, purchasing, and migrating to new printers.
  • Collaborate with the IT project manager on office transformations/renovations and branch relocations, work with vendors to set up infrastructure in new offices, relocate users and their IT equipment to new offices.
  • Ensure timely delivery of Microsoft Windows and O365 regular security patches to all user computers for compliance deadlines, arrange ad-hoc patches and security fixes to individual systems or user computers when required.
  • Oversee the local support teams and liaise with headquarters' support teams to ensure seamless communication and collaboration.
  • Properly dispose of decommissioned laptops/desktops and printers according to IoT security and e-waste procedures, working with NGOs for donation and user laptop buyback programs.
  • Provide second-level support to assist frontline support engineers for VVIP clients (Board of Directors, CEO, CFO, and MC members).
  • Attend and conduct regular team meetings to share updates and directions from Singapore headquarters, acting as a bridge to deliver messages to local teammates.
  • Conduct user briefings/training sessions, workshops, tech expos, roadshows online and offline to drive adoption of new technologies and systems.

Requirements:

  • Proficient in laptops/desktops and mobile devices (iOS and Android), Windows 10/11, Active Directory (AD), Office 365 (email, OneDrive, Teams, SharePoint) and Mobile Office 365 (Intune), Microsoft SCCM, LAN/WiFi, and VPN.
  • Familiarity with HP, Lexmark, and Ricoh printer support.
  • A minimum of 10 years of deskside and end-user support experience with medium to large-scale user bases.
  • Knowledge of QlikView and Tableau.
  • A solid understanding of IT security and risk culture mindset.
  • A willingness to learn new technologies (e.g., GenAI) and drive user adoption.
  • Excellent verbal and written communication skills in Cantonese and English.
  • The ability to interact with end-users, multiple support teams locally and internationally, and various local and overseas vendors.
  • A positive attitude and the ability to adapt quickly to changing working environments and technological advancements.

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