IT Help Desk

4 days ago

Singapore Manpower Staffing Services (S) Pte Ltd - Head Office Full time

Key Responsibility Provide first-level IT support via phone, email, and chatLog, categorize, and prioritize incidents and service requests using ServiceNow Support incident handling and user requests, ensuring effective communication with Japanese-speaking clients and stakeholders Perform initial diagnosis and resolve or elevate 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 Key Requirements 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. Proficiency in Japanese (minimum JLPT N2 or equivalent) is required to effectively communicate with Japanese-speaking clients and stakeholders 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 Proficient in PC operating skills on windows (outlook, word, excel, internal application software and etc) and iPad on iOS. Other 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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