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IT Help Desk (Bank) - Islandwide, SG

IT Help Desk (Bank) - Islandwide, SG

KRIS INFOTECH PTE. LTD.Islandwide, SG
19 hours ago
Job description

Roles & Responsibilities

Job Description :

User Support & Incident Handling :

  • Provide first-level IT support via phone, email, and chat.
  • Log, categorize, and prioritize incidents and service requests using ServiceNow.
  • 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.

Knowledge & Documentation :

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

    • IT Provisioning & Access Management :

  • 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.

    • Collaboration & Process Improvement :

  • 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.

    • Requirements :

  • Bachelor’s degree in any relevant field.
  • Minimum 1 year of experience in IT Help Desk or IT Support.
  • 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.

    • Preferred Skills and Experience :

  • ITIL Foundation certification.
  • Experience working on multinational projects or in global teams.

    • Tell employers what skills you have

    Outlook

    Troubleshooting

    Technical Assistance

    IT Helpdesk

    Hardware

    Process Improvement

    Information Technology

    Problem Management

    Service Desk

    Windows

    Audits

    Excel

    ITIL

    ServiceNow

    Customer Service

    Service Delivery

    Technical Support

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    Help Desk Islandwide • Islandwide, SG