Help Desk/Associate - System Support/IT Infrastructure Delivery
HSBC Group
Hyderabad, Andhra Pradesh, India, Asia Pacific
31d ago


Role Purpose (overall high level summary of the role)

  • To lead a team that provides IT Service desk support to users and business partners.
  • To acquire a broad understanding of the process assigned, actively monitor queues, allocate work, handle escalations, manage customer expectations and plan staffing to meet business requirements.
  • Hold a clear understanding of the process PLAs and ensure that they are met.
  • Be able to understand, produce, analyze and interpret MIs.
  • Lead a cohesive team and ensure that harmony is maintained while also ensuring that the company ethics are being adhered to.
  • Regularly conduct performance reviews and 1x1s for the team; efficiently coach the team.
  • Ensure that all the documentation related to the employees is maintained up to date in their personal files.
  • Strictly follow the standing instructions provided by the manager and complete them in a timely manner.
  • Ensure compliance with audit requirements by performing audit checks in line with the process requirements.
  • Minimum of 3 years of experience in IT / Technology.
  • Excellent verbal and written communication skills.
  • Quick learner with an ability to share and transfer knowledge.
  • Ability to understand, work with and interpret numeric data.
  • Should have production management skills and be able to initiate process improvements.
  • Good leadership skills; should have prior experience for at least 6 months in a similar role.
  • Ability to build and maintain cordial relationship with users, peers and people at all levels utilizing diplomacy, judgment and interpersonal skills.
  • Should hold a good understanding of the complexities involved in managing a process and team.
  • Good planning, organizing and prioritizing skills.
  • Minimum of one year’s Information Technology / IT Service desk experience or equivalent.
  • Any graduate

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