Bank IT Help Desks

YUKA PTE. LTD.; Singapore; Hybrid; SGD 20,000 - 60,000; Full time

Job summary

A leading IT services company in Singapore is seeking dedicated Bank IT Help Desks to provide high-quality first-level IT support. This role involves resolving incidents, maintaining documentation, and ensuring compliance with ITIL processes. Candidates should possess a Bachelor’s degree, relevant experience, and effective communication skills in English, with knowledge of Japanese and Mandarin preferred. The position offers a collaborative work environment and hybrid work arrangements.

Benefits

Professional development opportunities

Competitive monthly salary

Qualifications

• Minimum 1 year of experience as IT Help Desk or IT Support.
• ITIL Foundation certification is advantageous.
• Proficient in PC operating skills on MS Windows.
• Able to communicate effectively in English and Japanese.

Responsibilities

• Provide first-level IT support via phone, email, and chat.
• Log and prioritize incidents using ServiceNow.
• Update and maintain knowledge base articles.
• Install and configure software and hardware.

Skills

User Support

Incident Handling

ITIL Knowledge

Communication (Japanese and Mandarin)

PC Operating Skills

Education

Bachelor’s degree in relevant field

Tools

ServiceNow

Job description

Overview

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
  • 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

• 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.
• Proficient in PC operating skills on MS Windows (Outlook, Word, Excel, internal application software and etc) and iPad on iOS.
• 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

Interested applicants please submit your application with your expected salary and notice period to be considered for the role.

We regret that only shortlisted candidates will be notified.