Service Desk Support

BANKING COMPUTER SERVICES PRIVATE LIMITED; Singapore; On-site; SGD 35,000 - 45,000; Full time

Job summary

A leading financial services company in Singapore is looking for a Service Desk Support professional to manage operations and provide crucial customer service. You will act as the first point of contact for external users, ensuring effective incident resolution and operational continuity for payment systems. Candidates should have experience in service desk management and a good understanding of payment systems. The role requires strong communication skills and the ability to work in a fast-paced environment.

Qualifications

• Minimum one year of experience in service desk management or IT operations, preferably in payment services.
• Demonstrated success in incident management and service request fulfillment.
• Prior experience in 24/7 operational environments is preferred.

Responsibilities

• Manage service desk operations, ensuring delivery of excellent customer service.
• Resolve customer inquiries and requests efficiently.
• Handle service incidents and requests across various payment services.
• Ensure incidents are logged and tracked within SLAs.

Skills

Communication skills

Incident management

ServiceNow ITSM

Knowledge of payment systems

Education

Diploma or Bachelor’s degree in Operations Management or related field

Job description

Position Summary

The 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 Support will 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 incidentmanagement, 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 organizational 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, orany related field
• Minimum one 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