Bank IT Help Desks

6 hours ago

Singapore YUKA PTE. LTD. Full time

**Job Summary**

Yuka is seeking dedicated Bank IT Help Desks to join our dynamic team in Singapore. Here, you will play a crucial role in providing high-quality first level IT support to the customers and fostering a culture of collaboration, transparency, and accountability.

We are offering a 2-year renewable contract based on satisfactory performance and strong performers may be converted to Permanent staff.

**Responsibilities**:

- **User Support & Incident Handling**

Ø Log, categorize, and prioritize incidents and service requests using ServiceNow.

Ø Perform initial diagnosis and resolve or escalate issues according to ITIL processes.

Ø Monitor ticket queues and ensure timely resolution in line with SLAs.

Ø Maintain clear communication with users throughout the support lifecycle.
- **Knowledge & Documentation**

Ø Update and maintain internal knowledge base articles.

Ø Document troubleshooting steps and resolutions for future reference.

Ø Contribute to continuous improvement of support documentation and workflows.
- **IT Provisioning & Access Management**

Ø Install and configure software and basic hardware.

Ø Set up network access, printers, and shared resources.

Ø Manage user permissions and license allocations.

Ø Ensure compliance with internal security and access policies.
- **Collaboration & Process Improvement**

Ø Work closely with other IT teams to resolve complex issues.

Ø Participate in service improvement initiatives and feedback loops.

Ø Support audits and reporting related to ITIL processes and SLA metrics.

**Job Requirements**
- Bachelor’s degree in any relevant field.
- Minimum 1 year of experience as IT Help Desk/IT Support or with working IT knowledge supporting global teams are welcome to apply.
- ITIL Foundation certification is advantageous.
- Can maintain and update knowledge-based articles.
- Ensure compliance with SLAs and ITIL processes (Incident, Request, Problem Management and etc).
- Collaborate with other IT teams to ensure seamless service delivery.
- Able to perform business tasks in English (reading, writing, speaking).
- Able to communicate effectively with Japanese-speaking and Chinese-speaking stakeholders in Mandarin and Japanese (reading, writing, speaking) is preferred.

**Working Conditions**
- **Location**: Various locations with hybrid work arrangement
- **Work Hours**: Monday to Friday, 8:30AM to 5:30PM
- **Environment**: Collaborative and inclusive workplace with opportunities for professional development
- **Salary**: Competitive monthly salary based on experience and qualifications

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