IT Analyst & SME — Customer Solutions Expert

ServiceOne Limited; Singapore; On-site; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Discretionary bonus

Medical insurance

Banking holidays

Job summary

ServiceOne Limited is seeking an IT Analyst (Subject Matter Expert - Customer Solution) to join the Asia Service Desk. The SME will act as Level 2.5 to resolve business application incidents, leveraging knowledge from senior experts to minimize escalations and improve incident resolution times.

The role requires 3+ years in IT, experience with retail applications, and strong English communication. Mandarin skills are advantageous.

Qualifications

• Min 3 years of work experience in IT.
• Hands-on experience with retail business applications (POS/front-office apps).
• Self-driven and able to work independently with minimal supervision.
• Good knowledge of ITIL disciplines and related IT topics.
• Strong reporting and data presentation skills.
• Proficient written and spoken English; Mandarin is a plus.

Responsibilities

• Support Asia Service Desk as Level 2.5 SME; coordinate with Central Support and Service Desk teams.
• Prepare visual reports using PowerPoint, Excel and other tools.
• Analyze data sets and present findings to clients with clear visuals.
• Perform problem management and collaborate with L3 experts to resolve incidents.
• Develop standard procedures for incident response and knowledge sharing.
• Train ASD agents and proximity engineers as needed; maintain knowledge databases.

Skills

Retail applications

ITIL disciplines

Data analysis

English communication

Mandarin (advantage)

Tools

PowerPoint

Excel

Job description

ServiceOne Limited is seeking an IT Analyst (Subject Matter Expert - Customer Solution) to join the Asia Service Desk. The SME will act as Level 2.5 to resolve business application incidents, leveraging knowledge from senior experts to minimize escalations and improve incident resolution times.

The role requires 3+ years in IT, experience with retail applications, and strong English communication. Mandarin skills are advantageous.