Mar 26, 2020

Helpdesk Support Officer

  • Wells Fargo
  • Hong Kong
Full-Time

Job Description

About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 30 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Market Job Description

Overview
The Helpdesk Support Officer is responsible for being the first point of contact for all technology related enquiries, issues and troubleshooting.

Responsibilities
  • Provide technical support via telephone, online chat, email and other means to handle enquiries, incidents and business requests raised by internal business and team members.
  • Comply with established in-house guidelines, documentation and structured training, respond to inquiries concerning support, processing or request procedures, systems status, troubleshooting and network connectivity.
  • Document and resolve basic problems regarding end-user computers, peripheral devices, business applications, and hardware and software where necessary.
  • Record inquiries in relation to support tools/systems, repair and service requests
  • Resolve or direct request to appropriate technical area or vendor, keep track of status and follow up to ensure a timely resolution and client satisfaction.
  • Report problems in accordance to in-house procedures and guidelines
  • Other ad-hoc duties as assigned

Market Skills and Certifications

Requirements:
  • Higher Diploma / Degree holder in Computer Science, Information Systems, Engineering or related disciples is preferred.
  • Minimum 1 year of technical support or customer servicing experience, preferably gained in a helpdesk /call center environment.
  • Strong interest in technology and IT solutions would be an advantage.
  • Proficient knowledge of general PC support and ability to troubleshoot general Microsoft software products such as Windows 7 and 10, MS Office and Outlook email, Remote Support and Virtual Desktop Infrastructures.
  • Working knowledge of IT tracking systems or equivalent workflow management tool
  • Understanding of Access and ID management, i.e. Active Directory, and Exchange 2010 and 2016
  • Excellent verbal and written English communication skills, candidates with Mandarin, Cantonese and/or Japanese would be an advantage.
  • Self-starter with ability to acquire new technology skills through structured on-the-job training.
  • Able to work independently with minimal supervision, positive attitude and proactive with a natural problem solving personality
  • Candidates who are confident, poised and energetic
  • Working hours: Shift applies within Mon-Sun.

We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.

Team members support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Security Clearance

NO Security Clearance

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