广州招聘

Job Responsibilities:

1.Impact on the Business / Function:

Standardization - Work towards making the shared queues truly 'Global'by enforcing common operating models for all the regions supported on the Global Helpdesk. Tasks to be put through automation and straight through processing wherever possible.
GSD R12 and Knowledge Usage-Achieve consistency in GSD call logging by ensuring that the analysts adhere to the guidelines. Improve the Knowledge Base utilization. Encourage analysts to feedback on challenges, improvement required with GSD and KB.

Operational & Functional Reporting - prepare daily reports like SOD, EOD, Daily Productivity etc along with collating MIs and individual performance reports for the process and team. This also includes any additional reports assigned by the manager.

Supervision-ensure that work is equally distributed and PLAs are met on a daily basis; handle escalations, manage leaves for self and team, ensure that attrition is within acceptable limits, identify and train a successor for self. Ensure that the quality checks are performed as per the agreed parameters in the PLA; Identify & facilitate staff for cross training

2. Customers / Stakeholders:

Relationship Management-Work with the Service Desk Manager to coordinate the regional requirements and act as a Relationship Manager for the region(s) supported. Optimizing existing business processes within the regions and implementing tangible improvements with benefits and tracking thereof

3. Leadership & Teamwork

Coaching & Review-Conduct monthly 1x1s, PDP and deliver feedback and coach the team as necessary;

Team work-Interact with peers, people from other support areas, business partners; work towards improving team bonding; Regularly conduct Daily Devotionals/Weekly/Monthly Meetings

4. Operational Effectiveness & Control

Audit Adherence -Ensure that the team and self adhere to the audit requirements; Initiate and support initiatives from the team to improve services, add value or reduce cost in line with business goals.

Candidate Specifications:

Excellent verbal and written communication skills.

Minimum of 3 years of experience in IT/Technology.

Quick learner with an ability to share and transfer knowledge.

Ability to understand, work with and interpret numeric data;

Good planning, organizing, coaching and prioritizing skills.

Ability to build and maintain cordial relationship with users, peers and people at all levels using diplomacy, judgment and interpersonal skills.

Minimum of one year's Information Technology/ IT Service desk experience or equivalent.

Major in Computer Science, Management Information Systems, Engineering, related technical field or equivalent experience.

About HSBC

HSBC is one of the leading banking and financial services organisations in the world. In 70 countries and territories serving around 37 million customers, we connect customers to opportunities, enabling businesses to thrive and economies to prosper. We help people to fulfil their hopes and dreams and realise their ambitions by providing award-winning advisory, products and services.

HSBC Operations, Services and Technology provides essential operational services, IT and technical support to help HSBC function effectively and improve our customer service.


About HSBC Technology China

We develop, implement and support software and IT services and processes that allow HSBC to remain at the forefront of high-quality banking systems. We develop and maintain systems for HSBC’s global businesses, as well as support functions such as Finance, HR and Risk. We work across a range of technology platforms and development disciplines, from mainframe to mobile technologies.
Our team includes software engineers and developers, architects, testers, IT and business analysts, consultants and programme and project managers, as well as team leadership and management roles. We employ people in almost all the countries and territories in which HSBC operates. Two locations of HSBC Technology China, including Guangzhou and Xi’an, are world-class technology hubs with industrial delivery capability.


Who we look for

We have exciting opportunities for highly motivated graduates and experienced professionals to join our talented IT team and ensure HSBC realises its ambition to be the world’s leading and most respected international bank. We are looking for people who are dependable, open to different ideas and cultures and enjoy being part of a team.

In return, we will help develop your skills through structured programmes, training and on-the-job experiences to meet your career ambitions. We offer comprehensive, market-competitive pay and benefits as well as programmes and plans to assist employees in building and protecting their financial security.

If you are interested in working with the teams that develop, implement and support the technology that keeps HSBC functioning effectively, we hope to hear from you.

Find out more about us in Website: *****************************/careers/technology
Or Follow us on WeChat Career Account by searching “汇丰软件人才招聘”