• Technical Specialist Jobs in Chennai,India

  • Standard Chartered Bank Ltd
  • Save Job
  • 3 - 6 Years
  • Posted : above 1 month

Job Description:

About Standard Chartered

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East

To us, good performance is about much more than turning a profit Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good

Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation This in turn helps us to provide better support to our broad client base

The Role Responsibilities

JOB PURPOSE

The objective is to be a single point of contact for all IT related queries, diagnosing, resolving, escalating and the rapid restoration of normal IT services to its Customers and Users You are the customer focused Service Team with technical expertise, business awareness and interpersonal skills, and knowledge over a wide range of technological tools

Your primary responsibility is to handle live calls, web interactions and FCRs within agreed service levels and business priorities To drive the operations and culture where the customer and stakeholders are the first beneficiary

KEY RESPONSIBILITIES

The responsibilities include the following

1 Receive IT related incidents or requests from customers through voice and non-voice channels

2 Diagnose and provide First Call Resolution for all Desktop/Laptop related queries

3 Escalate to the Level II or Level III wherever required

4 Maintain customer service skills by following the agreed KPIs on incident documentation and communication

5 You will be providing 24/7 support for all SCB situated regions (Global Support)

6 Adhere to problem management processes for accurate escalation and problem assignments

7 Take End to End ownership of Technology incidents and Requests in order to resolve them within agreed objectives and to the satisfaction of customers

8 Identify and support opportunities for continuous improvement

9 Identify and highlight to the appropriate authority any service concern or improvement opportunity

10 Monitor and support the team adherence to the established policies, processes, and procedures

11 Expected to meet or exceed key measures and objectives of your role Ensure performance, productivity, skill and quality in line with the expectations

12 Develop understanding of Tech Ops business solution and seek out improvement opportunities

13 Upholding the Values of the Group and Company at all times and Compliance with all applicable Rules/ Regulations and Company and Group Policies

14 Adherence to the specified standards of Quality and Audit / Risk requirements

15 To build relationship & network with stakeholders within & outside Technology Operations

KEY RELATIONSHIPS FOR

Customers (Business)

Service Desk Team Members

IT Country Service Managers and Heads

CSS & TSS Seniors and Leads

Technology Service Managers

Tech Ops Unit members, Human Resources, Service Quality & Risk Team Service Desk Operations

Technology Operations

Customer Management

Relationship Management

Service Excellence

Risk Management

KEY MEASURES

Unit BAU performance in Contact Centre, Incident Management, Request Management, Technical Help Desk, Quality, etc

GSD Frontline Deliverables Eg Turn Around Time, Service Levels, First Call Resolutions, Other Resolutions, Customer Satisfaction Score, Ticket Quality, Resumption Time, Open Ticket Aging, Call Quality, Call Volumes etc

Replying to users within 15 mins on Service Desk On the Bridge Console and and 100 PERCENT Group chat availability in shift hours

Performance on key projects and Initiatives

Unit Productivity and cost saves

Risk Management

Employee Engagement

Required Skills, Aptitude, knowledge and discipline

Customer Engagements and Satisfaction

Networking with Stake holders

Service Improvement Deliverables specific to specialized area

Requirements

Qualifications

Essential Graduate in any discipline CCNA / ITIL / MCSE will be an added advantage

Desired Technical Certifications

Our Ideal Candidate

Years of Experience A minimum of 3 years of experience in IT industry with at least 2 years of relevant experience

Nature of Experience Experience in similar role at a Technical Contact Centre (Top 15 BPO or IT companies in India) which has multiple clients, multiple technology platforms and domain

Product/Skill Knowledge Advance knowledge of leading contact centre and technical help desk tools Knowledge in various technology platforms, domains/application development and advance knowledge of Microsoft products

One mandatory Advanced domain skill in technology which is in line with our requirements (Eg, Unix, Windows XP/2003, Active Directory, AS400, Oracle, Exchange, etc)

Desired Knowledge Windows 7/8 client, SCCM, AD, Mobile Device Management Networking and ITIL Standards

Essential Skills / Aptitude

Good interpersonal and communication skills

Must be detail oriented, highly organized and able to handle a variety of tasks in an efficient manner

Familiarity with hardware/software components and terminology

Strong customer service background, ability to work in a team environment, enjoy working with people

Strong analytical and statistical skills

Metrics Driven

Self Learner / Quick Learner

Proven ability to Multitask

Crisis Management

Demonstrated customer service skills

Ability to ensure all client requirements are met along with overall client satisfaction

Adherence to the specified standards of Quality and Audit / Risk requirements

Ensure proper communication across all lines of authority within the team

Apply now to join the Bank for those with big career ambitions

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Banking
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 11th Mar 2020

Key Skills:

Company Profile:

Company
Standard Chartered Bank Ltdarfix

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