service desk support

Diploma in any relevant fields
Prior experience in Customer Service Background/ Helpdesk Support/ Banking will be a good to have
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.
Prior experience working in 24/7 operational environments is preferred
Singaporeans only.

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.

Posted by:	Racheal Lam 林丽仪
Phone:	-
Email:	racheal.lam@recruitfirst.com.sg
Reg No:	R1437410