Total 2 information security analyst job vacancies in Customer Service category in Hong Kong - IRE

Company:

Sopra Steria is a listed European tech leader specializes in Consulting, Digital Service, and Software. We have 60,000 employees worldwide located in different regions (Europe, North America and Asia), whereby Singapore is the HQ for APAC. EvaGroup Asia Pacific is part of Sopra Steria I2S APAC, in charge of Infrastructure, Cloud and Cybersecurity services.

Description:

For this position, we are looking for a L1 Service Desk Analyst to assist one of our client - a leading European bank to provides support for basic incident resolution and requests reported to the regional service desk.

Responsibilities:

• Act as a single point of contact and support internal staff via phone calls, emails, live chat and self-service tickets from internal staff regarding IT related issues and queries.
• 1st line support: troubleshooting of IT related problems
• Escalate unresolved issues / requests to the corresponding helpdesk (L2/L3 support)
• Take ownership of users’ problems, follow up the status of problems on behalf of the user and communicate the status to users in a timely manner
• Update all taken actions and information into ticketing system in a timely manner
• To maintain a high degree of customer service for all support queries
• Maintain knowledge database to ensure all information is up to date
• Define new and improve existing processes and workflows
• Capable to manage projects, documentations or tasks given by the manager
• Responsible on managing end user online request forms

• Open to Work in Shift: Monday to Friday (6am – 3pm/8:00am – 5:00pm/9:30am-6:30pm)

• Fluent in English
• Excellent communication skills and telephone manner.
• Effective listening and attentiveness skills
• Excellent organizational skills
• Willingness to improve and to learn
• Customer service orientation and/or prior customer service training
• Team player
• Banking experience will be advantageous, but it is not mandatory

Exp: 2 to 3 Years 

Job Description:

·        Provide accurate, timely and high quality customer-focused assistance. Responsible for the quality and delivery of technical support to customers on the technology used to deliver support of products and services and of related software to internal employees.

·        Respond to customers within a designated timeframe with resolution/outcome and ensure customer business needs are met while adhering to ITIL process, corporate standards, and meeting service level agreements.

·        Anticipate, identify, reproduce, and resolve problems in areas of specialty in a professional manner

·        Demonstrate proficiency in the use of latest Windows Operating system and understands Windows naming conventions (file, directory, path, and drives. Demonstrate the willingness and ability to generate thoughtful, creative approaches to work.

Requirements

Must be able to work the hours of open shift.
Basic experience in a Help Desk, Call Center, and Technical Support environment.
A knowledge of ServiceNow is preferred or similar ticketing system desired.
Demonstrate knowledge in all activities associated with incident, problem, and request resolution management of end user PC hardware and software issues in a Windows operating environment. Having experience with mainframe issues a plus.
Experience in the following: Most current Microsoft Windows Operating System as well as Microsoft Office Products.
Experience in Remote connectivity via VPN and VDI.
Basic knowledge of TCP/IP as well as Network Hardware, such as routers, switches, hubs, etc. including their functions and capabilities. Microsoft Windows Server technology.

·        Experience in Remote assistance tools such as Webex/PC Assist or similar tool which is used in most Help Desks to take control of customers PC’s.

·        Experience in home networks and Wi-Fi in an effort to troubleshoot such issues.

·        Experience in Security Administration of Active Directory &/or IBM RACF a plus.

·        Not required for this position but a plus if applicant has experience in employee additions, transfers and deletions. Have experience in creating security groups and also experience in server security access.

·        Must follow ITIL processes and procedures and ITIL framework certification preferred.

·        Ability to work well with others in a team environment including as a member of possible rotational assignments, or as part of a project team