Service Desk Support

NETS; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

Banking Computer Services Pte Ltd, a NETS subsidiary, is hiring for a Service Desk Support role within the BCS Service Hub in Singapore. You will be the first contact for external institutional users, handling incident management, service requests, and 24/7 operational support to ensure continuity of core payment systems such as CTS, FAST, IBG, PayNow, and related services.

We seek candidates with at least 1 year in service desk or IT operations, strong communication, and familiarity with

Qualifications

• Diploma or Bachelor's degree in Operations Management or Business Administration.
• Minimum 1 year of experience in service desk management or IT operations.
• Experience in 24/7 operational environments is preferred.
• Strong communication and collaboration with internal and external stakeholders.

Responsibilities

• Manage service desk operations and deliver consistent customer service across channels.
• Serve as primary contact for customer inquiries, resolving issues and escalating as needed.
• Collaborate with IT and vendors to provide timely advice and support.
• Manage incidents and service requests with ServiceNow ITSM/CSM platforms and report RCA.

Skills

Payment systems knowledge

Communication skills

Regulatory/compliance awareness

Education

Diploma or Bachelor's degree in Operations Management or Business Administration

Tools

ServiceNow ITSM

ServiceNow CSM

Job description

BCS, a wholly owned subsidiary of NETS and part of the NETS Group, manages and operates the clearing and payment infrastructure for the Singapore Automated Clearing House. This includes services such as Fast and Secure Transfers (FAST), Inter-bank GIRO (IBG), and the Cheque Truncation System (CTS). BCS also supports PayNow and the SGQR Central Repository, among other services.

Team and Position Summary

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

Service Desk & Customer Experience

• 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.

Banking Computer Services Pte Ltd (a subsidiary of Network for Electronic Transfers (Singapore) Pte Ltd)