Service Desk Engineer (12 months contract)

Role location: Singapore Based

How will I help?

As the Service Desk Engineer, you will be responsible for acting as the first point of contact through handling of calls and emails to the Service Desk from customers in relation to Service Desk and IT related issues.

You will also act as a backup support for all Financial Markets IT related issues. Ideally, you need to have experience working in a dynamic and fast paced dealing room environment sitting together with traders; strong technical skillsets across windows desktop environments, analytical and problem-solving skills to investigate root cause.

You will also:

• Provide 1st level end user support for workspace technologies such as Desktop, Laptop, Email, Telephony and Mobile
• Provide 1st level support for inhouse and external applications, video conferencing
• Meet the call/email handling time to ensure call/email logging queues are kept to a minimum
• Participate in training prior to the system launch date to ensure new systems are supported effectively
• Investigate, diagnose, and resolve incidents and problems using Service Now (SNOW) in reference to the ITIL Framework liaising with 2nd and 3rd line teams to ensure timely resolution of simple to complex IT issues, to ensure smooth delivery of service to the business
• Managing support enquiries reported to Service Desk and actioning service requests
• Coordinate with various external vendors and Group Technology in terms of support and delivery
• Delivering projects and service improvements when needed
• Coordination with regional counterparts
• Coordinate and update the Service Desk Knowledge Base to improve first level resolution
• Ensure documentation is kept up to date

• Act as a backup support and at times a first point of contact for all FM IT related issues
• Investigate, diagnose and resolve incidents and problems using Service Now (SNOW) in reference to the ITIL Framework liaising with 3rd line teams to ensure timely resolution of complex IT issues, to ensure smooth delivery of service to the business
• Managing support enquiries reported by FM team and actioning service requests
• Provide 1st level Market Data Support (Bloomberg and Reuters Products) as well as voice, Video conferencing and IPC Turret Support
• Resolve desktop-based issues for a suite of FM systems such as Calypso, Murex, DCPK etc
• Co-ordinate with various external vendors in terms of support and delivery.
• Managing and Coordinating software installation, application configuration, hardware deployments and procurement duties as required
• Responsible for providing 1st and 2nd line end user support for workspace technologies such as Desktop, Email, telephony and Mobile
• Provide 1st level application support in house and external
• Delivering projects, service improvements and being able to manage demanding stakeholders’ expectations will be key part of this role
• Coordination with Regional counterparts as required for FM IT related issues – ASIA, EMEA, AUS

• Log, classify and keep current all incident, request, and problems via the Incident Management System, to ensure the integrity of call data and problem management analysis
• Deliver the information required to resolve incidents and the fulfilment of service requests
• Triage to 2nd/3rd Line Support Teams when necessary

• Deliver the information required to resolve incidents and the fulfilment of service requests to ensure the successful resolution of incidents to benefit of the customer
• Log, correctly classify and keep current all problems via the incident management system, to ensure the integrity of call data and problem management analysis
• Responsible to co-ordinate and triage issues to 2nd level application, infra, network and Service Desk Teams

• Enter allocation of assigned time accurately to ensure the time recording system accurately reflects project assignments
• Process all calls via phone and e-mail in line with the current call logging procedures, call priorities and escalation procedures to promote best practice
• Enter incident data according to required standards to ensure continuous improvement and resolution of incidents in a timely manner
• Identify service improvement initiatives, to ensure process improvement
• Ensure knowledge is documented for individual and team benefit and promote best practice
• Follow support scope and work with integrity to ensure business expectations are met

• Maintain a professional approach, to ensure a high level of call quality and service delivery
• Accountable for achieving individual KPIs specific to the Service Desk and Dealing Room area to ensure the defined internal KPIs are achieved
• Participate in ad hoc projects/initiatives

What’s in it for me?

The Service Desk Engineer will be critical in serving as the first point of contact for IT support, driving efficient issue resolution and enabling seamless day-to-day operations.

You will have access to a comprehensive range of Westpac benefits including flexibility and various leave entitlements.

What do I need?

• Good working knowledge of Microsoft based applications
• Experience in Windows 7/10 desktop O/S environments
• Good working knowledge of hardware (HP, Ricoh, Toshiba, Apple, Microsoft)
• Voice/Telephony Support – Avaya, IPC turrets, recording
• Mobile devices (iPhones & iPads) and MDM knowledge
• Good understanding of VPN/Citrix
• Basic Active Directory and SCCM knowledge
• Experience in supporting 3rd party FM applications (360T, Barx, RTNS, EBS, CitiVelocity, Murex, ION, Calypso, Bloomberg, Eikon)

• Assertive, Confident, and proactive
• Customer Service Orientated
• Excellent oral and written communication skills
• Team player with positive attitude
• Ability to work unsupervised and under pressure
• Quick learner
• Willing to take on new challenges and outside their comfort zone

• Minimum 4 years working in a dynamic and ideally fast paced dealing room environment sitting together with traders is essential
• Experience in supporting multi sites across Asia
• Successful applicant must come from a banking environment with proven experience
• Strong technical skillsets across windows desktop environments
• Strong analytical and problem-solving skills to investigate root cause

What’s it like to work here?

As an equal opportunity employer, we’re proud to have created a culture where people can be their best, in an environment that values diversity and flexibility.

Within the Westpac Group, you will be part of the Institutional Banking division, where our vision is to be a high performing and innovative institutional bank, committed to enabling the growth of our global clients, our economy, and delivering sustainable shareholder returns.

How do I Apply?

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