- Respond and resolve user queries efficiently with a service mindset, providing both technical and non-technical support for users, ensuring clear, concise, and professional communication with users, technical teams, and senior management.
- Contribute to the development and implementation of Help Desk policies, procedures, and maintain detailed user request logs while creating comprehensive reports for stakeholders.
- Maintain the knowledge base/FAQ to reduce dependency on L2 and L3 support teams, and introduce processes to consolidate and manage all service requests flowing to the IT department.
- Support day-1 post-critical project cutovers as part of the Command Center team, acting as a liaison between users and technical teams to facilitate smooth communication and issue resolution during solution Go-Live periods.
- Provide application support, maintain IT devices (iPads, Desktops, VDIs) and implement processes for comprehensive tracking and reporting, while possessing overall knowledge of IT infrastructure and networking devices in a financial institution.
Qualifications
- Bachelor's degree in Computer Science, Software Engineering, Information Systems, or related fields, with 5-8 years of IT experience, ideally within the financial services sector, preferably within the financial services industry.
- ITIL Foundation Certification, Microsoft Certified, CompTIA A+.
- Bilingual in English and Japanese, with strong communication skills in both languages, as the position required to coordinate with English and Japanese speaking associates. Japanese proficiency (JLPT N1/N2) is a plus.
- Familiarity with the MAS technology risk management framework and a comprehensive understanding of IT infrastructure within financial institutions.
- Solid knowledge of IT service management principles (ITIL certification preferred).
- Experience with IT service management platforms (e.g., ServiceNow, Jira).
- Strong customer service skills, excellent problem-solving abilities, and a proven track record of working effectively under pressure.
- Proven ability to collaborate across departments and with external providers to creatively solve complex issues.
We regret that only shortlisted candidates will be notified.
GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | Tang Lee Ling | Registration No: R1106845
This is in partnership with the Employment and Employability Institute Pte Ltd ( e2i ).
e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives.
By applying for this role, you consent to GMP Technologies (S) Pte Ltd s PDPA and e2i s PDPA.
