IT Help Desk (Bank - Japanese Speaking)

MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading staffing services firm in Singapore is looking for an IT Support professional to provide first-level support for users, ensuring effective communication with Japanese-speaking clients. Candidates must have a minimum of one year of experience in IT support, proficiency in Japanese, and knowledge of ITIL processes. This role offers an opportunity to work in a collaborative environment within the IT industry.

Qualifications

• Minimum 1 year of experience in IT Help Desk or IT Support.
• Proficiency in Japanese (minimum JLPT N2 or equivalent) is required.
• Maintain compliance with SLAs and ITIL processes.

Responsibilities

• Provide first-level IT support via phone, email, and chat.
• Support incident handling and user requests.
• Install and configure software and hardware.

Skills

User Support

Incident Handling

Communication in Japanese

ITIL Processes

PC Operating Skills

Education

ITIL Foundation certification

Job description

Key Responsibility

• User Support & Incident Handling

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.