Service Desk Support Specialist

2 weeks ago

Singapore beBeeServiceDesk Full time $60,000 - $80,000
Service Desk Operations Manager

We are seeking an experienced Service Desk Operations Manager to join our team.

This role is responsible for managing the service desk and providing crucial support in ensuring effective incident management, timely communication with stakeholders, and efficient processing of service requests.

  • Manage service desk operations, ensuring delivery of excellent and consistent customer service across all touch points.
  • Serve as the primary point of contact for customer inquiries and requests, resolving issues efficiently and escalating as necessary.
  • Collaborate with IT and vendors to provide timely and accurate advice to customers.
  • Manage incident resolution, leveraging experience with ServiceNow ITSM and CSM platforms.
  • Ensure all incident root cause analysis and downtime resolutions are tracked and reported, providing updates to relevant stakeholders.

Main Responsibilities:

  • Operational Management: Manage service desk operations, including delivering excellent customer service, resolving customer inquiries and requests, and escalating as necessary.
  • Collaboration: Collaborate with IT and vendors to provide timely and accurate advice to customers.
  • Incident Resolution: Manage incident resolution, leveraging experience with ServiceNow ITSM and CSM platforms.
  • Reporting: Ensure all incident root cause analysis and downtime resolutions are tracked and reported, providing updates to relevant stakeholders.
Key Skills

  • Payment Systems: Good understanding of payment systems such as Cheques, Funds Transfer, Interbank GIRO, PayNow, and Cross-Border services.
  • Communication: Strong communication skills, with the ability to convey information clearly and effectively to both internal and external stakeholders.
  • Regulatory Knowledge: Knowledge of regulatory and compliance requirements related to payment systems is an advantage.

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