Helpdesk (desktop server support) ヘルプデスク（デスクトップサーバーサポート）

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Job Description
JOB Requirements/Details:
<Risk Management>

・ Accountable for the implementation and ongoing verification/updates of Security patches (OS and Virus) within Japan
・ Ensure appropriate Risk Management Controls compliance
・ Comply with Technology Standards and Security Policies, and ensure proper dispensation process are
incorporated.
・ Responsible for the enforcement of Global Strategies and Standards to ensure Risk / Compliance (Group and
Local Regulatory) and Security standards are followed.
・ Ensure Proper Problem and Change Procedures are enforced
・ Outstanding ProblemChange management
・ Help coordinate Postmortem review meeting sessions with appropriate Support party for all High Severity and
repeated problems.

<Problem/Change Management>
・ To provide technical support for all Standard Chartered business products to cover WB and CB business sector.
・ To assist in the provision of business recovery sites to give the ability to conduct business transactions and
monitor exposure in the event of a disaster.
・ Protectors of the local environment, including responsibility to ensure safe and tidy IT installations and cabling,
local regulatory compliance, health and safety adherence etc

<Data Centre Management Control>
a) Ensure all servers, desktops and monitors are properly labelled and hardware inventory in DC DR are
periodically updated in line with Country Financial Asset records.
b) Approved access list to Production DR Data Centre must be reviewed every Quarter (including Access
cards).
c) Operation Documents
- Operational User Guides/ASRM (eg: Virus Check, Backup restoration Procedures, Environment
Check, Disposal procedure, etc)
- Production Backup run schedule - daily, weekly, Monthly, Annual
- Backup failure rerun procedures
- Run sheets amendments, storage and destruction procedures
d) Back Operations Checklist
- Ensure run sheet or checklist is checked and verified for correctness after each operation
- Daily environmental checks (e.g. Servers, AC, UPS etc) must be performed and documented
- Ensure support lists are current to ensure accurate escalation of Data Centre related issues (AC, Server
Crash, etc)
- Shift handover is properly documented and verified


- Tracking of keys to safes/secured areas are properly documented and verified
- Ensure physical access into DC DR sites must be authorised documented in the visitor’s log book
f) Adherence to DSSR/Remedy change acceptance procedures (All infrastructure - Desktop, Server,
Network, etc)
g) Adherence to Remedy Problem ticket handling procedures (All Problems - Desktop, Servers, Network,
etc)
i) Ensure all privileged IDs for Production DR servers are under the ownership of ITSC Security
Management
j) Outstanding Leave Mgmt Duty Roster is available and properly maintained.

<Tape Media Management>
a) TAPE MEDIA MANAGEMENT PROCEDURES ARE IN PLACE AND REVIEWED MONTHLY FOR
CURRENCY.
- Tape Media restoration procedures and schedules
- Tape Media movement control procedures (eg: Monthly Annual Tape Change, etc)
- Tape Media refresh procedures (eg: every 3 years, as advised by the vendor)
- Tape Media destruction procedures
b) RECONCILIATION
- Tape Media periodic restoration register is in place and properly maintained.
- Ensure Backup Logs Register is in place and properly maintained.
- Ensure Tape Media Movement Register is in place and properly maintained (eg: Monthly Annual).
- Tape Media Reconciliation exercise in DC DR sites - at least once every six months (eg: DR tests).

<Physical Environment Control>
a) Production Environment
- Air Conditioning - Test and Maintenance schedules
- Fire Suppression System - Test and Maintenance schedules
- UPS - Test and Maintenance schedules
- Printer/Scanner/Network Equipments - Test and Maintenance schedules
- Emergency Lighting is available and functional
b) DR Environment
- Air Conditioning - Test and Maintenance schedules
- UPS - Test and Maintenance schedules
- Printer/Scanner/Network Equipments - Test and Maintenance schedules
Emergency Lighting is available and functional
・ To own problems and changes which are assigned to you.
・ To provide technical support for Wholesale Consumer Banking and Global Markets infrastructure systems
・ To work with Local/Group TPS members to resolve complex Technology problems within country
・ To review and respond to business requirements with proposed solutions, estimated cost and lead-time (PC
Purchase, setup, delivery, etc)
・ Project coordination: WB, CB and GM (Conduct SVT/SAT, UAT, and OAT.)
・ Maintain a strong dialogue with Local/Group TPS support team to ensure complex problems are handled and
resolved in a timely manner.
・ To prioritise Technology Resources to ensure High severity production problems are dealt with highest priority.
・ Ability to work independently with minimal supervision.
・ Ability to manage time wisely and efficiently - Always remember the 30 minute rule (Over 30 minutes - Escalate)
・ To reinforce the RSD model by reemphasize the importance to ITSC Problem Reporting and DSSR usage.
・ Must be flexible to handle Adhoc assignments
・ Ability to identify innovative ways to improve the overall Technology Service within the branch - Speak Up policy
for any new ideas to help improve Technology Service.