Digital Workplace Lead - Trust Bank

Job Description

*We are New We are Growing We are a Startup We are Trust BankWe are looking for strong talent to be working within our brand new Digital Bank. We are a growing venture with new and exciting problems to solve on a daily basis focused on working towards the mission of creating Singapore s Digital Bank. We are well-backed, agile and do focused work within interdisciplinary teams. If this sounds like a place where you want to work don t hold back Send through your profile and get connected in with one of our recruiters to find out more on the opportunity at hand.At Trust Bank Technology s Digital WorkPlace team (DWP), we thrive to use technologies to deliver the best end user experience. The DWP team supports our internal employees by building and providing productivity and collaboration tools, and provide information, training, and support needed to use those tools effectively. Everyone at Trust Bank depends on our team s ability to provide the right workplace tools and keep them running 24x7. Our team brings to live the New Ways of Working in End User Computing by enabling access to Trust Bank environment Anywhere, Any device, Any Time. We are seeking a technically savvy, experienced and inspiring leader to be based in Singapore to lead the Digital WorkPlace team. The role is responsible for the day-to-day service management aspect of Trust Bank s Digital workplace services, this include active management of partners and outsourced service providers. The role involves managing the team (onshore and offshore), driving engineering and integration projects, supporting BAU support services and engaging with the Technology leadership in Trust Bank. The role will entail people management, project management and engineering work.Responsibilities:
• Manage the team and provide face-to-face and remote end user support to the staff members of Trust Bank, as well as the hardware setup of all office events
• Drive to maximise issue resolution at first point of contact, ensure all incidents are responded to, diagnosed and resolved swiftly and effectively in line with operational and service level agreements
• Ensure outstanding issues are adequately followed up and resolved
• Investigate cause and taking responsibility to provide analysis of reported recurring or persistent problems
• Help to craft and maintain the FAQs, and the technical guides
• Manage on-boarding and off-boarding of users for all hardware and software needs, including but not limited to hardware and software procurement, setup and training, inventory management, maintenance, upgrades and replacement
• Implement relevant information security policies and ensure compliance of all users and their equipment
• Take ownership of tech issues in the Digital WorkPlace environment and provide regular communication of the progress of investigations and planned solutions to the users, whilst managing expectations
• Develop and document a comprehensive knowledge of our technology policies, standards, and procedures to contribute to service development, and provide implementation and support
• Keep abreast of trends in technology and its application to understand current best practice, possible alternatives solutions and to support technical evaluations
• Support maintenance, updates and enhancements to work instructions
• Participate in an Out of Hours call out rota to provide remote support for users
Requirements:
• 10+ years of overall working experience
• Solid experience working in a team supporting sizable digital services within a high growth and rapidly changing environment. Experience in financial services is preferred
• A degree in a technical discipline, e.g. information systems, computer science, electrical engineering etc. is preferred but not required
• Experience in the desktop hardware and software support for a corporation, the experience of initial setup an advantage
• Ability to work independently, be a self-starter and own the issues
• Demonstrate ability to guide the users to familiarize the applications.
Technical Skill Requirements
• Experience supporting MacBook, PCs, laptops, Smartphones, iPads, iPhones etc. In-depth, hands on problem solving expertise in desktop hardware, operating systems and software packages, e.g. O365, Azure AD, OKTA, VMware Workspace ONE, Networking, Windows10, MacOS, Windows Virtual Desktop Environment,
• A good understanding of structured cabling or Wi-Fi connectivity e.g. Cisco routers, switches, Wireless Access Points i.e. WAP, and networking
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Keyskills :
end user supportuser supportcisco routersservice levelaccess pointsremote supportproblem solvingwireless accessvirtual desktop