IT Help Desk Engineer (Located in Central | Basic up to 7k + AWS + VB) - Bukit Merah

• 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.

• 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.

• 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.

• 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.

Requirements:

• 5-8 years of experience in a Help Desk or IT support role with at least 2 years in lead position
• Prior working experience in Financial Institutes with good exposure to MAS technology risk management framework, overall risk awareness, and IT Infrastructure within financial institute.
• 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.
• IT Certification (Optional): ITIL Foundation Certification, Microsoft Certified, CompTIA A+.

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