Specialist, NGSS Service Desk

Bain & Company Inc; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

Bain & Company is seeking a CS Service Desk Specialist in Singapore to provide first-line support for the MoneyMap software. This role combines technical support and customer success by managing incidents and educating users. Candidates should possess at least a Bachelor's degree and 3+ years experience in IT service desk roles. Strong communication skills and expertise in software support are essential for success in this position.

Qualifications

• 3+ years in IT service desk or software support roles.
• Experience with incident/request/problem management.
• SaaS or consulting experience advantageous.

Responsibilities

• Act as primary contact for support inquiries for MoneyMap.
• Manage service requests and incidents against SLAs.
• Support user onboarding and training.
• Monitor support performance and develop improvement strategies.
• Promote software internally and provide usage reports.

Skills

Strong communication skills

Interpersonal skills

Complex issue resolution

Prioritization skills

Stakeholder engagement

Education

Bachelor's degree

Tools

IT service desk tools

Job description

Company Overview

Bain & Company is a global consultancy that helps the world's most ambitious change-makers define the future. With 58 offices in 37 countries, Bain partners with clients to drive impactful results by advising on strategy, operations, IT, and digital transformation. Bain's Next Gen Software Solutions (NGSS) team empowers client success by delivering innovative software and service capabilities.

Position Summary

The CS Service Desk Specialist plays a dual role, delivering exceptional first-line support for Bain's proprietary software product MoneyMap and ensuring client success through advisory and operational excellence as part of the Coro suite. The role bridges technical support and customer success by managing incidents, service requests, and problem resolutions while also engaging users in best practices for software usage and deployment.

Key Responsibilities

1. Customer, Application & Data Support (50%)
   Act as the primary contact for support inquiries, ensuring prompt, courteous, and effective issue resolution. Collaborate with internal and client teams to support software configuration and implementation. Assist in data collection, ensuring proper formats and coordinating with delivery teams for high-quality, timely refreshes. Engage stakeholders to plan for data refreshes and troubleshoot issues following ITIL protocols. Translate technical info for diverse audiences.
2. Incident, Problem, and Change Management (10%)
   Manage service requests, incidents, and problems against SLAs. Identify recurring issues and support preventive solutions. Collaborate to push resolutions towards frontline support.
3. Client Success Enablement (15%)
   Support user onboarding and training, provide structured handovers, and maintain client dashboards. Gather user feedback to influence product and service improvements. Ensure effective software use to meet business objectives and foster client satisfaction.
4. Service & Process Improvement (10%)
   Monitor support performance, develop improvement strategies, and maintain documentation, training, and demo environments. Contribute to best practices and innovation.
5. Product & Software Awareness (15%)
   Promote software internally with documentation, demos, and videos. Provide data-driven reports on usage and performance. Stay updated on software changes and support user acceptance testing for new releases.

Required Qualifications

• Education: Bachelor's degree required
• Experience: 3+ years in IT service desk, software support, or customer success roles. Experience with incident/request/problem management and service desk tools. SaaS, software deployment, or consulting experience advantageous. Exposure to B2B enterprise software support preferred.
• Skills: Strong communication and interpersonal skills, ability to analyze and resolve complex issues, manage multiple priorities, and engage with senior stakeholders.