Job Description

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Job Brief:

Supports the service delivery of the information and technology (IT) services and working with teams

within Group Technology together with establishing relationships with staffs within the bank, other

entities within the group and external parties/vendors, to provide services with a high degree of

commitment and timeliness in meeting established performance standards and user satisfaction.

The incumbent shall ensure that staffs/users benefit from his/her expertise through the services,

advices and recommendation. The Desktop Support Engineer's primary responsibility is to manage IT

Incidents and IT Service Requests towards End-User Computing Services, providing technical EUC

support through remote or on-site. The incumbent must at all times be helpful, courteous and tactful

when dealing with the Users. To also be able to assist GT-Infrastructure & Operations in day to day

operations. The candidate must be of at least 2-3 years' experience in IT/Front Office Technical

Support.

Responsibilities:

1. Being well presented, ready to serve Hong Leong Group entity Users through calls, ticketing

tool, remote session and face-to-face (IT Clinic) for End-User Computing support related

needs.

2. Manages every log assigned from first point of response, on-site/remote response, temporary

solution, routing/escalation to intended support groups, follow-ups to resolution timely meeting

established service level standards.

3. Provide technical support to attempt resolution or request fulfilment without the need to

escalate to the next support level.

4. Ensure data accuracy and completeness of the log progress, root cause and steps taken to

rectify/fulfil when updating or resolving tickets.

5. Perform case follow-ups with relevant Support Teams until point of resolution.

6. Conducts preventive maintenance activity towards all IT assets attended ensuring software

updates and standard security compliance components are connected well to the network.

7. To upload supporting documents of the deliverables into the ticketing system (for on-site

services).

Requirements:

Essential:

1. Min Diploma in Computer Science or related field.

2. 2-3 Years working experience in IT field.

3. Knowledge in Google Workspace on functionality of use.

4. Good verbal, written communication skills and the ability to work independently with minimal

supervision.

Desirable:

1. Knowledge in End-User Computing and Networking.

2. Knowledge in Remote troubleshooting.About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our "Digital at the Core" ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.Realise your full potential at Hong Leong Bank by applying now.