HKBN JOS – Desktop Engineer

IT Service Provision:

• First line of support for the delivery of all IT End User Computing Services to business users in customer office (including desktop support, audio-visual, Market Data systems, mobile device, anti-virus, software installation and other basic IT support)
• Resolves customer escalation in a timely manner to avoid disruption and minimize business impact.
• Responsible for handling day-to-day IT operations and follow the defined Service management processes to ensure operations SLAs and individual KPIs are met
• Responsible for procurement, deployment and collection of all desktop, laptop and end user peripheral devices and specific end user software (including market data service providers)
• Management of inventory of IT equipment using appropriate IT inventory management systems, ensure equipment and service agreements are kept under warranty/support and manage equipment refresh cycle including maintenance of IT storeroom, monthly review, and stock take.
• Manage and maintain software installation procedures and manuals, anti-virus software
• Provide IT support on BCP and DR drill test, and out of hours support for testing of applications following IT maintenance weekends etc
• Secure disposal of decommissioned equipment according to the process to ensure that disk erasure certificates and records of disposal are compliance to the process
• Assist in basic infrastructure and networking related tasks
• Provide high-quality and immediate response to VIP users
• Incident & Request Management adoption & usage of customer toolkit for user request & incident management; timely logging and resolution of tickets, re-assigning to other teams where applicable, following up on behalf of tickets raised by users and closing the tickets in a timely manner
• Drives continuous improvements initiatives locally and regionally including improving customer satisfaction

Governance

• Audit/Policy; To ensure information technology and management are in line with agreed strategy and in compliance with regulations and Group IT policies. Provide support on annual Global Internal Audit (GIA) on site review
• Vendor Management: to work closely with vendors to support the business
• Policies & Procedures; Understand and adhere to relevant customer policies and procedures

Qualifications, Skills & behaviours

• Bachelor’s degree in Computer Science or related field 
• At least 6 years or more experience in Desktop EUC environment using leading methodologies preferably in banking/finance industry 
• Has technical knowledge and experience of ITIL processes, IMAC process, hardware, software, OS and application installation
• Knowledge & Technical experience on Infrastructure and Networking
• Experience of relevant end user business systems for asset management preferred, e.g. Bloomberg desktop tools (Launchpad) and/or Thomson Reuters Eikon, UDTs, Excel Macros
• In-depth knowledge of O365, Windows Desktop OS, Microsoft Active Directory, SCCM, BitLocker, Windows File sharing, Desktop Antivirus, Wireless Technology, Basic Networking knowledge, Office Automation software’s (eg. SCCM) and Printing Solutions 
• Good knowledge of Microsoft Office applications
• Mobile device management and troubleshooting skills 
• Good interpersonal, literacy, numeracy skills
• Customer oriented, good ability to build relationships with key customers, stay connected to be aware, attentive of and proactive in solving their end user computing needs
• Demonstrates “winning together values”; i.e.it is through the effective collaboration with the IT teams that we deliver higher overall levels of IT service to our users
• Good administrative experience, attention to detail and accuracy of hardware/software/peripherals inventory management
• Languages: Strong command of English both written and spoken.
• Preferred personal characteristics: 
  • Enthusiastic and positive – “can do” attitude
  • Driven by a desire to make changes and improvements
  • Good sense of adjustment
  • Personal integrity
  • Collaboration and Teamwork
  • Strong logical thinking and problem-solving skills
    • Monday to Friday 0700 -1900 hours (Onsite Desktop support) stagger shift (7am to 4pm, 9am to 6pm, 10am to 7pm)
    • Able to support Public Holiday Support 0700 -1900 hours