HSBC Intern, Global Software Delivery – Incident & IT Helpdesk (GBM) Internship in Toronto, ON


Branch Toronto ON CA

Intern, Global Software Delivery – Incident & IT Helpdesk (GBM)
Toronto, ON

IT Infrastructure Library (ITIL) Best Practices Training. Provide request fulfillment and business IT support for users….

Employment Type: Fixed Term

This position will operate as support to the Service Desk & Incident Analyst for Treats Global Support Team. The role executes and performs administrative and analysis tasks that are varied in nature and which may include:

  • Receive & Prioritize incident and request from both business users and data center operations
  • Provide level 1 support on incident diagnosis and resolution
  • Provide request fulfillment and business IT support for users
  • Prepare Daily/Weekly/Monthly Service Report

Impact on the Business

  • Assist in collating, organizing and analyzing project-related data and information to identify gaps, inconsistencies and trend
  • Assist in execution of project-related tasks
  • Assist in preparation of management presentations, status updates, reports, meeting minutes
  • Support portfolio management activities and planning processes

Customers / Stakeholders

  • Work with RBWM Business Solutions team, Business Performance team and other RBWM teams such as Customer Value Management.

Operational Effectiveness & Control

  • Assist in documenting and communicating the progress against plan, determining recommended actions as required to business unit Heads
  • Provide data to review and monitor business performance against plan and resources alignment
  • Ensures professional standards of business conduct, consistent with HSBC’s reputation
  • Decision making on non-complex projects or tasks, or within assigned authority.
  • Complete a variety of administrative support duties, often of a confidential nature, unique to assigned area, including researching information and data, maintaining records and filing system and developing and producing reports and presentations.
  • Produce letters, reports, memoranda, forms, schedules, etc. utilizing various PC-based software packages or other typing equipment, composing items from general outlines or own initiative
  • Complete other responsibilities, as assigned.

Role Context

  • Introduction to Treats Application
  • Introduction to ITIL V3 Practices and HSBC IT Service Management Process
  • Use of MS Excel and Access as productivity tools for incident tracking, trending analysis and Service Report
  • IT Service desk Operation for Treats Global Production Team

Management of Risk

  • Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
  • Adhere to compliance, operational risk controls in accordance with HSBC or regulatory standards and policies

Observation of Internal Controls

  • Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.


  • Available to work maximum 12-14 week
  • Applicants have finished their 2nd or 3rd year of a BA degree or 1st year MBA
  • Overall minimum GPA of 3.0
  • Eligible to work in Canada
  • Well-developed communication skills
  • Passion to share your opinions and ask relevant questions
  • Strong leadership capabilities
  • Active in the community or university environment
  • Ability to collate data; Strong command of software programs (Excel and Powerpoint)
  • IT Infrastructure Library (ITIL) Best Practices Training

or proceed with Standard Application Form.

Employment Type: Internship
Location: Toronto, ON, CA
Posted on: 2015-03-23
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