_{31st October, 2025}

[Job ID: 1122690]
  
Responsibilities:
RELATIONSHIPS & COMMUNICATION (40%)

• With service mindset, respond and resolve user queries efficiently while ensuring excellent customer service.
• Provide both technical and non-technical support for Singapore Branch users.
• Ensure clear, concise, and professional communication with users, technical teams, and senior management.

 
CONTINUOUS IMPROVEMENT (30%)

• Identify opportunities to enhance Help Desk processes and workflows.
• Contribute to the development and implementation of Help Desk policies and procedures.
• Maintain detailed user request logs and create comprehensive reports for stakeholders.
• Efficiently maintain the knowledge base / FAQ to avoid dependency on L2 and L3 support teams.
• Introduce processes to consolidate and manage all the service requests flowing to IT department.

 
PROJECT PLANNING & EXECUTION (10%)

• Part of Command center team to support day1 post critical projects cutover.
• Act as a liaison between users and technical teams to facilitate smooth communication and issue resolution during solution Go Live period.

TECHNOLOGY EXPOSURE (20%)

• Maintaining IT Devices (iPads, Desktops, VDI's), and implement processes for comprehensive tracking and reporting.
• Overall knowledge about IT Infrastructure within a financial institute and networking devices.

Any others ad-hoc duties
 
Requirements:
[Must]

• 5-8 years of experience in a Help Desk or IT support role with at least 2 years in lead position, preferably Financial Institute.
• Proficiency in Japanese to communicate with Japanese-speaking clients.
• IT service management principles (ITIL preferred).
• Proficiency in ITS tools (e.g., ServiceNow, Jira).
• Strong customer service skills, problem-solving abilities, and ability to work under pressure.
• Collaborate across organization and external providers to solve complex problems creatively.

[Advantage]

• IT Certification (Optional): ITIL Foundation Certification, Microsoft Certified, CompTIA A+.
• Provide user support, enhance Help Desk operations, and maintain IT systems and devices to ensure smooth branch operations
• HR experience supporting Japanese-speaking users, Japan-based financial institute.
• Exposure to MAS technology risk management framework, overall risk awareness, and IT Infrastructure within financial institute.
  
  

If you are interested in the role, please feel free to contact me at
cv_madoka@goodjobcreations.com.sg

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EA Personnel Name: Ochi Madoka
EA Personnel Registration Number: R24125474
EA License No.: 07C5771

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