IT Help Desk

2 days ago

Singapore SINGAPORE DE SHUSHOKU Full time

User Support & Incident Handling Provide first-level IT support via phone, email, and chat Log, categorize, and prioritize incidents and service requests using ServiceNow Perform initial diagnosis and resolve or escalate issues according to ITIL processes Monitor ticket queues and ensure timely resolution in line with SLAs Maintain clear communication with users throughout the support lifecycle Knowledge & Documentation Update and maintain internal knowledge base articles Document troubleshooting steps and resolutions for future reference Contribute to continuous improvement of support documentation and workflows IT Provisioning & Access Management Install and configure software and basic hardware Set up network access, printers, and shared resources Manage user permissions and license allocations Ensure compliance with internal security and access policies Collaboration & Process Improvement Work closely with other IT teams to resolve complex issues Participate in service improvement initiatives and feedback loops Support audits and reporting related to ITIL processes and SLA metrics Qualifications & Requirements Japanese language skills (reading, writing, and speaking) are required due to contact with Japanese customers Bachelor's degree in any relevant field Minimum 1 year of experience in IT Help Desk or IT Support Minimum 1 year of experience working in a financial institution or in a related field. Maintain and update knowledge base articles Ensure compliance with SLAs and ITIL processes (Incident, Request, Problem Management)Collaborate with other IT teams to ensure seamless service delivery Ability to perform business tasks in English (reading, writing, speaking) Proficient in PC operating skills on Windows (Outlook, Word, Excel, internal application software and etc) and iPad on iOS. Preferred Skills and Experience: ITIL Foundation certification Experience working on multinational projects or in global teams Professional experience in banking-related operations conducted in Singapore, and demonstrates a solid understanding of regulatory frameworks established by Singapore's financial authorities. #J-18808-Ljbffr

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