End User Services Manager - Remote Eligible

Helpdesk Support

As Singapore's longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

Today, we're on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia's leading financial services partner for a sustainable future.

We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.

Your Opportunity Starts Here.

This is the broad job description of the job profile. Definitive job description should be reviewed and discussed between you and your manager.

Helpdesk Support

Why Join Imagine being the first point of contact for our customers when they need help with their banking services. As a Helpdesk Support, you'll have the opportunity to make a real difference in their lives by providing timely and effective solutions to their problems. You'll be part of a team that's dedicated to delivering exceptional customer service and building long-term relationships with our customers.

How You Succeed To succeed in this role, you'll need to be able to listen actively, empathize with our customers, and provide clear and concise solutions to their problems. You'll need to be able to work well under pressure, manage multiple calls and emails simultaneously, and maintain a high level of productivity. By doing so, you'll be able to resolve customer issues efficiently and effectively, and contribute to the overall success of our customer service team.

What You Do

As an End User Services Engineer, you will be responsible for providing exceptional technical support and services to our end users. Your role will involve troubleshooting hardware and software issues, ensuring smooth operation of IT systems, and enhancing user experience through proactive support and solutions.

• Provide first-line technical support to end users, resolving hardware, software, and network issues.
• Install, configure, and maintain end-user devices such as desktops, laptops, printers, and mobile devices.
• Manage user accounts, permissions, and access rights in various systems.
• Collaborate with other IT teams to ensure seamless integration and operation of IT services.
• Conduct regular maintenance and updates to ensure systems are secure and up-to-date.
• Document and track support requests, resolutions, and follow-up actions.
• Train and educate end users on best practices and IT policies.
• Participate in IT projects and initiatives to improve end-user services and infrastructure.
• Manage endpoint security, including antivirus, encryption, and device management.
• Perform risk assessments and implement mitigation strategies.

Who You Are At least 5 years of experience in a customer-facing role, preferably in a call center or helpdesk environment. Diploma or above in Computer Science, Information Technology or equivalent. Proven experience in a helpdesk, technical support or end-user services role. Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are a plus. Strong knowledge of Windows administration (e.g. Active Directory, SCCM, OU Policy…etc) Strong communication and interpersonal skills Logical, analytical and diligent

What We Offer

Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.