RESPONSIBILITIES

• To provide high quality IT End User Support to business users, internal & external stakeholders
• Be the 1st & 2nd line when received Service request / Incident Request
• Identify, troubleshooting, escalation to higher level support team to solve user problem.
• Follow up with internal teams to ensure problems/ request are solved/ fulfilled within SLA.
• Maintenance IT equipment (Desktops/Laptops/IP phones/iPhone/Printers), make sure all of them are in best status and comply with Bank Standard.
• IT Asset management (PCs, iPhone, Printers, and others related equipment)
• Install / Maintenance / Troubleshooting bank applications.
• Document technical knowledge in the form of notes and manuals with simple, step-by-step instructions
• Training user to use Bank IT equipment / application.

Strategy

• To participate in new implementations or upgrades to existing systems, including project management, tracking and reporting 

Business

• Work closely with ITSC, OTS and CTM to provide technical support to local users and local systems
• To participate in Continual Service Improvement initiatives.
• To participate in the provision of business recovery sites to give the ability to conduct business transactions and monitor exposure in the event of a disaster.

Processes

• To coordinate with in-country IT team and vertical IT stream to successfully implement group/business project.
• To participate in new implementations or upgrades to existing systems, including project management, tracking and reporting 

People and Talent 

• Work with a strong team spirit, willing to help other teammates and colleagues from other departments in daily basis
• Training/helping new teammates, help them to get quick adaptation to the jobs & work environment 

Risk Management

• To participate in the enforcement of global strategies and standards in all Standard Chartered locations including ensuring risk / compliance and security / build standards are followed

Governance 

• Protectors of the local environment, including responsibility to ensure safe and tidy IT installations and cabling, local regulatory compliance, health and safety adherence etc 

Regulatory & Business Conduct 

• Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• Vietnam EXCOs
• Internal: CTM, OTS, Infrastructure Domain Managers, ITSC, Business Function, PVM, PSS, ICS, Group Technology, HR, etc
• Bank Staffs as an End user
• Audit
• Risk teams/committees
• External: SCB Outsource Vendors, Various technology suppliers (DELL, Lenovo, Jabra, Fujifilm…etc)
   

Other Responsibilities

• Embed Here for good and Group’s brand and values in the ASA TTO team,
• Perform other responsibilities assigned under Group, Region, Country, Business or Functional policies and procedures.
• Responsible for building a culture of good conduct.

Qualification

• Minimum 3 years related field experience on PC hardware and Windows OS & software support, installation and configuration
• Have previous experience as part of an operation for Enterprise infrastructure implementation of Desktop Lifecycle Management 
• ITIL / Relevant technology certifications would be an added advantage

Role Specific Technical Competencies

• PC hardware and OS & software support
• Desktop lifecycle management
• Incident & Request Management
• Active Directory 
   

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.