Analyst / Associate - System Operations & Field Support

Overview of Division/Department

Singapore Administration Department System Operation and Filed support section is in chare of following.
1. System Operation( Both for production and UAT)
2. Helpdesk and desktop support
3. Market related application support

Company Profile
A LEADING GLOBAL BANK, WITH ONE OF THE LARGEST CUSTOMER BASES IN JAPAN, AND A GLOBAL NETWORK OF FINANCIAL AND BUSINESS CENTERS.

MIZUHO BANK SINGAPORE BRANCH HOLDS A FULL BANK LICENSE AND PROVIDES BANKING SERVICES TO MORE THAN 2,000 JAPANESE AND NON-JAPANESE CUSTOMERS, OPERATING WITH STAFF STRENGTH OF MORE THAN 700 IN SINGAPORE.

ITS PRINCIPAL BUSINESS ENCOMPASSES CORPORATE FINANCE, TRADE FINANCE, CASH MANAGEMENT, FUNDS TRANSFERS, PROJECT FINANCE AND TREASURY. IT ALSO COLLABORATES WITH ITS AFFILIATE COMPANY, MIZUHO SECURITIES, TO PROVIDE INVESTMENT BANKING SOLUTIONS TO ITS CUSTOMERS.

Job Responsibilities
Key Roles and Responsibilities include:

• Assist SH to lead and manage HelpDesk & Field Support
• Lead/manage/train staffs in both HelpDesk & Field Support and vendors.
• Perform/control/manage daily/ad-hoc HelpDesk & Field Support works.
• Perform all self-check related to HelpDesk & Field Support Team.
• Report the detail of incident and status to his/her superiors on time without delay in case of any unexpected result of HelpDesk & Field Support and tasks, and also perform trouble shooting and report the status to supervisor on time without delay
• Propose or plan a solution to make HelpDesk & Field Support tasks more stable and efficient
• Support/control a project related to HelpDesk & Field Support as project member
• Lad projects as project manager and supervise projects which is performed by team member as a senior. And propose the alternative solution to superior immediately or in case any delay (including possible delay) or problem of a project been discovered.
• Propose/analyze daily/weekly/monthly/yearly HelpDesk & Field Support task and provide a plan for improvements
• Perform any ad-hoc assignment as instructed by superior
• Assist SH in the day to day management in the HelpDesk & Field Support Team
• Provide solutions to user related requests and maintain comprehensive documentation, including knowledge based articles, FAQs and IOP (Internal Operating Procedures).
• Review and maintain all documentation related to HelpDesk and ensure timely updates are being carried out by the team.
• Respond to enquires, troubleshooting technical issues and resolving problems via phone, email, chat or in-person in a timely manner.
• Manage H/W and S/W inventory.
• Report the detail of the incident and status to his/her superiors without delay in case of unexpected results of HelpDesk related tasks
• Assist leader and Section Head in performing day-to-day activities related to HelpDesk in compliant with MHBK policy.
• Perform daily self-checks of helpdesk job tasks and responsibilities.
• Assist on Office renovation and Moving.
• Broadcast announcement to branch
• involve in tasks of incident management.

Job Requirements

• Strong communication and customer service skills.
• Problem solving abilities along with patience, empathy in dealing with end-user requests and with end-users as well.
• Technical proficiency with computer software.
• Prior experience in IT support and Inventory management experience may be preferred.
• Business-level proficiency in English as you are required to communicate, read and understand as well as respond and present to management. This includes system discussions, Q&A meetings, status update meetings and writing reports to management etc.

Location: Singapore, SG

Posted Date: 11/6/2024