IT Help Desk Executive (Japanese-speaking) - Bukit Merah

• Provide first-level IT support via phone, email, and chatLog, categorize, and prioritize incidents and service requests using ServiceNow
• Support incident handling and user requests, ensuring effective communication with Japanese-speaking clients and stakeholders
• Perform initial diagnosis and resolve or escalate issues according to ITIL processes
• Monitor ticket queues and ensure timely resolution in line with SLAs
• Maintain clear communication with users throughout the support lifecycle

• Update and maintain internal knowledge base articles
• Document troubleshooting steps and resolutions for future reference
• Contribute to continuous improvement of support documentation and workflow

• Install and configure software and basic hardware
• Set up network access, printers, and shared resources
• Manage user permissions and license allocations
• Ensure compliance with internal security and access policies

• Work closely with other IT teams to resolve complex issues
• Participate in service improvement initiatives and feedback loops
• Support audits and reporting related to ITIL processes and SLA metrics

Key Requirements:

• Minimum 1 year of experience in IT help desk or IT support
• Minimum 1 year of experience working in a financial institution or related field.
• Proficiency in Japanese (minimum JLPT N2 or equivalent) is required to effectively communicate with Japanese-speaking clients and stakeholders
• Maintain and update knowledge base articles
• Ensure compliance with SLAs and ITIL processes (Incident, Request, Problem Management)
• Collaborate with other IT teams to ensure seamless service delivery
• Proficient in PC operating skills on windows (outlook, word, excel, internal application software and etc) and iPad on iOS.

Other Skills and Experience:

• ITIL Foundation certification
• Experience working on multinational projects or in global teams
• Professional experience in banking-related operations in Singapore and demonstrates a solid understanding of regulatory frameworks established by Singapore's financial authorities.

Claudia Kueh Kee Jinq EA License No.: 02C3423 Personnel Registration No.:R1880247

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