IT Support Associate

BDO UNIBANK, INC. (Singapore Branch); Singapore; On-site; SGD 30,000 - 50,000; Full time

Job summary

A major financial institution is seeking an IT Support Associate in Singapore to manage hardware and provide first line technical support. You will assist in formulating the Business Recovery Plan and ensure compliance with bank policies. The ideal candidate will have experience in troubleshooting, maintaining operational efficiency, and managing compliance. This role involves coordinating with various units to ensure effective service delivery.

Qualifications

• Experience in first line technical support.
• Ability to troubleshoot hardware and software issues.
• Familiarity with compliance and control procedures.

Responsibilities

• Manage hardware and first line technical support.
• Assist in formulating the Business Recovery Plan.
• Coordinate with HO-IT to resolve users’ problems.
• Ensure compliance with bank and regulatory policies.

Skills

Technical support

Troubleshooting

Report generation

SharePoint administration

Job description

Job Mandate

The IT Support Associate is primarily responsible for managing hardware and first line technical support for Singapore Branch. He/She assists the IT Support Officer to formulate the Business Recovery Plan and ensuring that activities of the branch support business priorities.

Duties & Responsibilities

1. Operations Management
   • a) Acts as the primary first line technical support for Singapore Office to coordinate with HO-IT to resolve users’ problems and to provide efficient service delivery, maintains harmonious working relationship with other units as well as with external entities regarding any matter affecting the operations of the branch.
   • b) Provides basic preventive and corrective technical support to the branch and assists HO-ITG in the resolution of infrastructure and applications concerns affecting the Singapore Office.
   • c) Troubleshoots and resolves hardware and software problems.
   • d) Ensures service level agreement compliance of service providers and reports exceptions to the IT Support Officer.
   • e) Develops routine/program/spreadsheet to provide formatted reports based on BU's requirements and reduce user's manual recurring tasks.
   • f) Coordinates with HO regarding the BUs’ report requirements and identify data sources for the reports.
   • g) SharePoint Administration: Ensures that good housekeeping is maintained, including clean-up of all/unused files in shared drive, etc.
2. Control and Compliance
   • a) Reviews and recommends system/environment enhancements as needed to ensure compliance to bank policies, procedures, control and achieve optimum efficiency and productivity.
   • b) Ensures compliance with bank and regulatory policies, procedures, and requirements.
   • c) Ensures compliance to the requirements related to systems security and physical security.
   • d) Ensures that Technology Policies and Procedures Circulars (TPPC) and desk manuals are in place.
   • e) Ensures proper maintenance and control of the Business Continuity Plan (BCP) site.
   • f) Ensures audit exceptions are corrected and acted upon and that action plans arising from audit findings are met.
3. Administrative
   • a) Ensures annual asset records checking and updating are performed and maintains inventory list of software and hardware, backup tapes, licenses and manuals.
   • b) Views, reads, replies regularly to e‑mail messages to ensure that all instructions, advice, problems are properly handled, acted upon and archives email messages accordingly to ensure new messages will be received.
   • c) Gives recommendations to improve operational efficiency.