Banking Service Desk Support (Payments/ITSM) | Up to $3,900 + Night Allowance

Salary: $3,000 – $3,900 per month

Position Details

• Contract: 12 months, extendable

• Location: Near Braddell MRT

• Salary: Up to $3,500/month

• Fixed allowance: $400/month

• Night-shift allowance: Additional $45 per night shift

• Work arrangement: Five-day roster, including weekends

• Shift rotation: Rotates quarterly

Day shift: 6.45am–7.15pm
Night shift: 6.45pm–7.15am

Candidates must be comfortable working overnight and weekend shifts when rostered.

Service Desk and Customer Experience

• Manage service-desk operations across email and telephone channels

• Serve as the primary contact for customer enquiries and service requests

• Provide accurate advice and resolve requests promptly

• Escalate complex matters to the relevant L2/L3 technical teams

• Work with IT teams and vendors to facilitate timely incident resolution

• Manage incidents using ServiceNow ITSM and CSM platforms

• Track system downtime, incident resolution and Root Cause Analysis

• Provide timely updates to participants, scheme owners and other stakeholders

Incident and Service-Request Management

• Handle incidents and requests relating to CTS, FAST, IBG, PayNow and cross-border payment services

• Log, track and resolve incidents within agreed Service Level Agreements

• Coordinate investigations with internal technical teams

• Communicate incident resolutions and Root Cause Analysis clearly to participants and payment schemes

• Maintain accurate incident records and ensure proper closure

Release Notifications and Coordination

• Notify participants of upcoming User Acceptance Testing and production releases

• Coordinate release activities with internal and external stakeholders

• Ensure smooth implementation of system and service changes

• Monitor and follow up on outstanding release-related matters

Requirements

• Diploma or Degree

• Prior customer service, banking contact-centre or helpdesk-support experience within the banking or financial-services sector

• Good understanding of payment systems such as cheques, funds transfers, Interbank GIRO, FAST, PayNow and cross-border services

• Experience using ServiceNow ITSM or CSM platforms is advantageous

• Familiarity with incident management, SLAs and Root Cause Analysis

• Strong communication skills with the ability to engage technical and non-technical stakeholders

• Able to communicate effectively with L2/L3 technical teams, participants and scheme owners

• Knowledge of regulatory and compliance requirements relating to payment systems is advantageous

• Previous experience working in a 24/7 operational environment is preferred

• Willing and able to work rotating day, overnight and weekend shifts

Interested candidates should apply with an updated résumé highlighting their banking service-desk, payment-systems and incident-management experience.