Service Desk Support (Financial Institute, Central, up to $3.9k! 12hrs shift)

RecruitFirst is hiring! You will be outsourced to:

Working Hours: 5 days work week. Rotating shift as assigned, schedule planned on quarterly basis

Shift 1:

6:45am to 7:15pm

Shift 2:

6:45pm to 7:15am

Salary: Up to $3,500 per month + allowances!

Job Description:

• 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).

• 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.

• Ensure timely notifications to participants on all upcoming UAT and production releases.
• Coordinate release activities with all stakeholders to ensure smooth implementation.

Requirements:

• Prior experience in Customer Service Background/ Helpdesk Support/ Banking will be a good to have
• Open to bank Contact Centre profiles
• Good understanding of payment systems such as Cheques, Funds Transfer, Interbank GIRO, PayNow, and Cross-Border services.
• 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