IT Help Desk

2 days ago

Central Region, Singapore Manpower Staffing Services (S) Pte Ltd - Head Office Full time $40,000 - $60,000 per year

Key Responsibility

User Support & Incident Handling

  • 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 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

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.

Liu Zhiling EA License No.: 02C3423 Personnel Registration No.: R

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