GLOBAL ROLE PROFILE TEMPLATE

Business: Complexit  Low  Med 

y: High
Role Title Analyst – IT Service Desk GHRS
Job Code:
New or Existing Role? Current GCB Band: 8
 New  Existing
Job Holder’s Name (if applicable – for multiple incumbents, Job Holder’s PS Staff ID:
note “multiple”)
Multiple

Immediate Supervisor’s Name & Role Title (Plus Functional Immediate Supervisor’s
reporting lines, if any) GHRS Job Code:
Asst. Manager – IT Service Desk
Customer India / IT Processing Operations RP Date:
Segment &
Location:
(Country/Departme
nt) Purpose (overall high level summary of the role)
Role
Provide Level 1 technical support to users calling from various regions on standard and non-
standard applications and platforms;
• Provide technical support to internal users
• Resolve a high percentage of calls at first point of contact through the use of the
knowledge base/ any other knowledge tool and raise incidents/tickets to escalate problems to
second level support areas as appropriate;
• An eye for quality and suggest improvement over current practices
• Acquire a thorough understanding of the process procedures, keep abreast with changes
made and provide qualityKey
Principal services to theand
activities users.
decision making areas Weighti
Accountabilities ng
%
• Impact on the Ensure that personal leave is adhered to and the 35%
Business unplanned/adhoc leaves are to the minimal (unplanned
leaves = leaves taken w/out 5 business days notice)
Sick Leaves are minimal and backed with appropriate
documentation from doctor
Ensure that there are no instances of deviations from the
norms of 'schedule adherence' (performance will be
stacked against peer group)
Achieve AHT target as per the PLA (performance will be
stacked against peer group)
Achieve a TAT target for emails / NV as per the PLA
(performance will be stacked against peer group)
Document every ticket and achieve optimal ticket to call
ratio (performance will be stacked against peer group)
Ensure optimal calls are answered during peak
hours/maintain a competitive CPH
Handle optimal number of calls/ticket based volume
(performance will be stacked against peer group)
Audit Adherence

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Adheres to the audit & compliance procedure for

(a) Declaration of Secrecy
(b) Information security & Data Protection policy
(c) Health & Safety
(d) Clear Desk Policy
(e) Other Process specific Audit requirements
(f) Compliance issues/requirements
(g) System Locking
(h) English, tobacco and code of conduct
Adheres to the core standards of HSBC
Core Business & Service Delivery - To handle acceptable
volume of user requests/calls and complete them in the
specified Turn Around Time thereby contributing to PLA
with business area; identify the customer requirements
accurately. User requests should be fully analyzed and
processed by following the standards, procedures and
policies; confidently guide and advise users in a
structured manner with full explanation of issues,
establish positive relationships and maintain effective
liaison with all departments; operate in accordance with
agreed procedures, standards and policies; perform as
per the set quality standards and procure satisfactory
rating in the quality audits performed by Technical/Quality
Leads; work on feedback and ensure errors are not
repeated; contribute to Service Delivery by understanding
the PLAs of the process and providing impeccable service
to our users; handle change and stay focused under
pressure;

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• Customers Customer Satisfaction 40%

(External/ Internal) Achieve a CSAT % of 90% (performance will be stacked
against peer group)
First Call Resolution
Continuously strive towards First Call Resolution
((performance will be stacked against peer group)
Customer Feedback
Ensure that complaints reduces by 1% over last month
Process / Quality Improvement
Come up with 1 YB/GB/ 1Quality Initiative/Genie Idea/ 1KB
upgrade
Quality Targets
Ensure that quality averages for all calls/tickets monitored
are equal or above 80% in the CMF (performance will be
stacked against peer group)
• Leadership & Team Error
Ensure that all the mandatory courses are completed
Reduction 20
work within the due dates (Stretch: Implementation of learning
from courses;)
Ensure that all the quizzes / up-skilling tests have a
minimum pass score
Visibility & Participation
Ensure that there is active participation in the following
by self
a) CSR/Social activities
b) Environmental activities
c) Team meets & Cultural activities
d) Next Gen and One HSBC
• Operational Ensure that the transport is used in an optimum manner 5%
Effectiveness & and NCNS should be minimized
Control Ensure that the systems are logged off daily and the
monitors are switched off at the EOD
Ensure that there is no financial loss to the process, team
and to the group

Observation of Internal Controls (GHR / FIM requirements)

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To maintain HSBC internal control standards, including the timely implementation of internal
and external audit points together with any issues raised by external regulators:

Maintain the following documentation:

System Access Matrix
Data Rétention Matrix
Asset Management list
Procedures for allocation of assets to the new / existing employees
Procedures for recovering them during the termination of employees.
Confirmation on retention of the sign-off policy of passwords by the employees.
Major Challenges (The challenges inherent in the role that require a continual test of the
role holder’s abilities)
Maintaining acceptable levels of Quality Scores (>80%). The right First Call Resolution Rate
(>team target: Global Desks: > 75% and Regional Desks: > 60%);
Role Context (The environment and operating conditions of the role including the extent of
guidance and authority)

1. Environment & Operating Conditions: Dynamic Desk environment with escalations,

crises and outages and Multi user Incidents;
2. Guidance: Interaction with Quality Lead, Tech Lead and Asst. Manager on process
updates, tips to resolve incidents and handle tough situations;
3. Authority: Have the authority to provide assistance to the users calling for various
technical issues – the analyst should strongly be guided by the Knowledge Base and
where necessary take the SME’s support;
Role Dimensions (e.g. balance sheet size, lending or expenditure limits, size/volume of
transactions, budget, etc. in USD’000)
Total Staff Dotted line reports to this role, if any:
reporting to
N/A
this role; 0
Mgmt / Non- Total
Professio Management
nal (Others)
(GCB 0-6)

Education / Relevant Experience / Other Qualifications (e.g. Knowledge, Skills,

Professional Qualifications required)
(For the role – not the role holder. Minimum requirements of the role)
• Excellent verbal and written communication skills.
• Quick learner with an ability to share and transfer knowledge.
• Ability to build and maintain cordial relationship with users, peers and people at all levels
utilizing diplomacy, judgment and interpersonal skills.
• Minimum of one year’s Information Technology/ IT Service desk experience or equivalent.
• Bachelor’s degree in Computer Science, Management Information Systems, Engineering,
related technical field or equivalent experience.

Organizational Chart (Complete or insert organizational chart for the role here)

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Approvals (provide name & date approval received):

LOCAL: REGIONAL: GROUP:

(All Bands) (Bands 3+) (Bands 1+)
Immediate Supervisor: Regional Business Head: Group Business Head:
Asst. Manager – IT SD Phil Tottie Carol Atkinson
Business / Department Regional HR / Reward Group Performance &
Head: Reward
Jamshyd Khajotia
HR / Reward Head: ( if regional reporting line
is applicable )

The information contained in this job description is a true and accurate reflection of
the job as at the date specified.

Signature of Job Dated Signature of Line Dated

Holder Manager

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