Service Desk Support

NETS; Singapore; On-site; SGD 40,000 - 70,000; Full time

Job summary

BCS Service Hub in Singapore seeks a Service Desk professional to provide round‑the‑clock support for critical payment systems and incident management. You will manage the service desk, communicate updates to participants, and coordinate with IT teams and vendors to resolve issues efficiently.

Responsibilities include incident handling across multiple services, logging and tracking requests within SLAs, and delivering timely RCA and resolution communications to stakeholders.

Qualifications

• Diploma or Bachelor’s degree in a related field.
• 1 year in service desk management or IT operations.
• Experience in 24/7 operations is preferred.

Responsibilities

• Manage service desk operations and ensure consistent customer service.
• Act as primary contact for inquiries; resolve issues or escalate.
• Coordinate with IT and vendors for timely guidance to customers.
• Handle incident resolution and service requests; document RCA.
• Communicate RCA and resolutions to participants and schemes.

Skills

Payment systems knowledge

Strong communication

Regulatory awareness

Education

Diploma or Bachelor's in Operations Management / Business Administration

Tools

ServiceNow ITSM

CSM platforms

Job description

The BCS Service Hub division at BCS provides operational support to BCS and participants. The division ensures seamless participant onboarding/offboarding, effective coordination of participant support, operational reporting, secure certificate management, timely issue resolution and service processing, as well as operational excellence.

The Service Desk Supportwill be the first point of contact for external institutional users and will be responsible for managing the service desk and providing crucial support in ensuring effective incident management, timely communication with participants and schemes owners, and efficient processing of service requests. The individual is responsible for ensuring round-the-clock support to maintain operational continuity for critical payment systems, coordinating release notifications and activities, and upholding service quality standards in alignment with organisational and regulatory requirements.

Key Responsibilities

• Manage service desk operations, ensuring delivery of excellent and consistent customer service across all touch points, including emails and phone.
• Serve as the primary point of contact for customer inquiries and requests, resolving issues efficiently and escalating as necessary.
• Collaborate with IT and vendors to provide timely and accurate advice to customers.
• Manage incident resolution, leveraging experience with ServiceNow ITSM and CSM platforms.
• Ensure all incident root cause analysis and downtime resolutions are tracked and reported, providing updates to relevant stakeholders (e.g., SCHA).

Incident and Service Request Management

• Handle participants' service incidents and requests across CTS, FAST, IBG, PayNow, and Cross-Border services.
• Ensure all incidents and enquiries are logged, tracked, and resolved within the agreed Service Level Agreements (SLAs).
• Ensure clear and timely communication of Root Cause Analysis (RCA) and resolution of incidents to participants and schemes.

Release Notifications and Coordination

• Ensure timely notifications to participants on all upcoming UAT and production releases.
• Coordinate release activities with all stakeholders to ensure smooth implementation.

Requirements

Education and Experience

• Diploma or Bachelor's degree in Operations Management, Business Administration, or a related field.
• Minimum of 1 year of experience in service desk management or IT operations, preferably within the payment or financial services industry.
• Demonstrated success in handling incident management, root cause analysis, and service request fulfillment.
• Prior experience working in 24/7 operational environments is preferred.

Skills and Knowledge

• Good understanding of payment systems such as Cheques, Funds Transfer, Interbank GIRO, PayNow, and Cross-Border services.
• Strong communication skills, with the ability to convey information clearly and effectively to both internal (e.g. L2/L3 Tech Teams) and external stakeholders (e.g., participants, scheme owners).
• Knowledge of regulatory and compliance requirements related to payment systems is an advantage.