End User Services Specialist - Hang Seng Bank (HK)

A Career with Hang Seng Bank

Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services.  We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Chief Technology Office – Information Technology
In Hang Sang Information Technology, we continually improve our capabilities through innovative technologies, delivering a comprehensive range of products and services in meeting changing customer needs. 

We enhance customer experience, convenience and choices across our distribution channels, providing secure and engaged offering at individual's preference and lifestyle expectation. 

We advocate creativity and collaboration to unlock the potential of our people, creating an open and progressive workplace.

We develop deep expertise in financial technologies, consulting and partnering with our business in delivering customer centric propositions in an agile manner.  

We are currently seeking a high caliber professional to join our department as End User Services Specialist.

Principal responsibilities

• Provide the remote and on-site support technical support within the agreed service levels, covering desktop, mobile, communication systems and AV systems
• Identify, diagnose, and resolve computer, system and network issues
• Ensures proper documentation, notification, escalation, and tracking and follow up of all incidents
• Expected to be on-call 24/7 as part of a rotation with team members.
• Implement and maintain a disaster recovery plan for End User Services and shape IT initiatives for compatibility with the plan.
• Manage Branch IT operation and deployment of local IT services to optimize speed, cost and quality.
• Identify any issues that may arise due to delivery risk, define preventive actions or corrective measures and timely escalate major project risks and issues to management
• Provide professional consultancy in response to infrastructure queries from developers and business
• Work closely with infrastructure domain teams in HSBC Group to influence the practice and standard of infrastructure products; work closely with product owners on the rollout schedule
• Responsive to any ad-hoc business initiatives and management directions
• Monitor user impact and support resource requirement for any production change
• Participate in incident management process that would impact the Bank
• Manage the funding approval, maintain a healthy stock and inventory management and coordinate logistics from global SSP or local business sponsored requirement