1,122 Helpdesk Lead jobs in Singapore

Our client, a leading bank, is seeking an experienced Service Desk Lead to oversee and manage its IT service desk operations. This role is responsible for ensuring high-quality, timely, and effective IT support services to internal users, maintaining strong service standards, and driving continuous improvement initiatives.

Key Responsibilities:

• Lead and manage the daily operations of the IT service desk, ensuring prompt resolution of incidents and service requests.
• Oversee a team of service desk analysts, providing guidance, coaching, and performance management.
• Monitor service desk KPIs and SLAs, ensuring adherence to agreed service levels.
• Act as the primary escalation point for complex incidents and ensure timely resolution in coordination with other IT teams.
• Drive the adoption of ITIL best practices for incident, problem, and request management.
• Implement service improvement initiatives to enhance efficiency and end-user satisfaction.
• Coordinate with technology teams to address recurring issues and recommend preventive measures.
• Maintain accurate documentation, knowledge base articles, and standard operating procedures (SOPs).
• Collaborate with vendors and third-party service providers to ensure seamless service delivery.
• Prepare regular service performance reports for management review.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 5+ years of IT support experience, with at least 2 years in a leadership or supervisory role.
• Strong understanding of ITIL processes and service management tools (e.g., ServiceNow, Remedy).
• Experience working in the banking or financial services sector is highly preferred.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong problem-solving abilities and a customer-centric approach.
• Ability to work in a fast-paced environment and manage competing priorities.
• ITIL Foundation certification or higher is an advantage.

Interested candidates please email your latest resume to

Our client, a leading bank, is seeking an experienced
Service Desk Lead
to oversee and manage its IT service desk operations. This role is responsible for ensuring high-quality, timely, and effective IT support services to internal users, maintaining strong service standards, and driving continuous improvement initiatives.
Key Responsibilities:
Lead and manage the daily operations of the IT service desk, ensuring prompt resolution of incidents and service requests.
Oversee a team of service desk analysts, providing guidance, coaching, and performance management.
Monitor service desk KPIs and SLAs, ensuring adherence to agreed service levels.
Act as the primary escalation point for complex incidents and ensure timely resolution in coordination with other IT teams.
Drive the adoption of ITIL best practices for incident, problem, and request management.
Implement service improvement initiatives to enhance efficiency and end-user satisfaction.
Coordinate with technology teams to address recurring issues and recommend preventive measures.
Maintain accurate documentation, knowledge base articles, and standard operating procedures (SOPs).
Collaborate with vendors and third-party service providers to ensure seamless service delivery.
Prepare regular service performance reports for management review.
Requirements:
Bachelor’s degree in Information Technology, Computer Science, or related field.
5+ years of IT support experience, with at least 2 years in a leadership or supervisory role.
Strong understanding of ITIL processes and service management tools (e.g., ServiceNow, Remedy).
Experience working in the
banking or financial services sector
is highly preferred.
Excellent communication, interpersonal, and stakeholder management skills.
Strong problem-solving abilities and a customer-centric approach.
Ability to work in a fast-paced environment and manage competing priorities.
ITIL Foundation certification or higher is an advantage.
Interested candidates please email your latest resume to
#J-18808-Ljbffr

Our client, a leading bank, is seeking an experienced Service Desk Lead to oversee and manage its IT service desk operations. This role is responsible for ensuring high-quality, timely, and effective IT support services to internal users, maintaining strong service standards, and driving continuous improvement initiatives.

Key Responsibilities:

• Lead and manage the daily operations of the IT service desk, ensuring prompt resolution of incidents and service requests.
• Oversee a team of service desk analysts, providing guidance, coaching, and performance management.
• Monitor service desk KPIs and SLAs, ensuring adherence to agreed service levels.
• Act as the primary escalation point for complex incidents and ensure timely resolution in coordination with other IT teams.
• Drive the adoption of ITIL best practices for incident, problem, and request management.
• Implement service improvement initiatives to enhance efficiency and end-user satisfaction.
• Coordinate with technology teams to address recurring issues and recommend preventive measures.
• Maintain accurate documentation, knowledge base articles, and standard operating procedures (SOPs).
• Collaborate with vendors and third-party service providers to ensure seamless service delivery.
• Prepare regular service performance reports for management review.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 5+ years of IT support experience, with at least 2 years in a leadership or supervisory role.
• Strong understanding of ITIL processes and service management tools (e.g., ServiceNow, Remedy).
• Experience working in the banking or financial services sector is highly preferred.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong problem-solving abilities and a customer-centric approach.
• Ability to work in a fast-paced environment and manage competing priorities.
• ITIL Foundation certification or higher is an advantage.

Interested candidates please email your latest resume to

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Work Location: Chai Chee

Mandatory Skills: Microsoft Exchange / Outlook

Preferred Skills: ITIL 4.0, CompTIA A+, ITSM Tool

Service Desk Agent is responsible for providing assistance to end users with technical issues and service requests. As the first point of contact, they help users resolve problems related to hardware, software, and network issues. Service Desk Agents utilize IT Service Management (ITSM) tools to log all incoming inquiries, track their progress, and ensure resolution.

To provide timely, effective, efficient and professional quality service to resolve problems and to achieve customer expectations.

• Polite and professional in handling all calls, email queries and requests.
• Log all reported incidents using the incident ticketing tool.
• Provide first level support to troubleshoot and resolve technical issues.
• Accurate assessment / resolution of problems.
• Regular updates for follow-up actions & incident status.
• Escalate incidents to appropriate second level support in accordance with escalation matrix as per work instructions.
• Work with Team Lead to feedback and improve processes where applicable.
• Shift work and weekend duty required.
• At least 2 years of working experience in IT Service Desk environment.
• Strong computer skills and ability to troubleshoot IT-related issues and achieve first-line resolution.
• Timely escalation to 2nd and 3rd level support via support escalation matrix.
• Manage and prioritize multiple support requests simultaneously, ensuring each user gets help without delays.
• Good writing and verbal communication skills.
• Certifications such as ITIL Foundation and CompTIA A+ or equivalent are a plus.

• Entry level

• Full-time

• Information Technology

• IT Services and IT Consulting

Job description:

• Provide L1 and L2 on-site / remote IT support and fulfil service requests for CLIENT’S employees in all CLIENT’S locations.

• Perform asset tracking of all corporate devices (from purchase to disposal)

• To be responsible for end-to-end process for all new tickets in the ESM tool, incoming phone calls, Teams messaging to the Service Desk, including, but not limited to providing first call resolution, logging of ticket, escalation of ticket, regular following up with users and tracking the closure of tickets within agreed SLA.

• Utilize ESM tools (e.g., ServiceNow) to manage all ESM tickets, adhering to response and resolution times based on ticket severity and document key actions within the ticket accurately.

• Support the Team Lead in providing dedicated support for VIP users and be available for after-hours VIP (VP and above) support. Advanced notice will be provided by CLIENT’S team.

• Provide CLIENT’S employees with information and support related to CLIENT’S's corporate systems. Provide guidance to employees on how to perform self-service support and Service Desk's available modes of support.

• Monitoring of health of corporate systems and escalate abnormalities to the Team Lead.

• Escalate any company-wide incidents (disruptions or outages in CLIENT’S's corporate systems) to the Team Lead.

• Assist to implement service improvement plans approved by the CLIENT’S team.

• Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.

• Adhere to established processes and best practices within the IT ServiceDesk playbook.

• Refer to the solutions/knowledge in the IT Service Desk playbook for reference and to facilitate self-service troubleshooting by CLIENT’S users

• Contribute to a positive team environment and embrace a culture of excellent customer service and continuous improvement.

• Continuously update skills and knowledge to stay current with industry trends and technologies.

Education:

• Diploma in Computer Science, Information Technology or a related field.

Technical skills:

• Proficiency with Windows OS, Active Directory, corporate network and common hardware/software troubleshooting for Windows laptops.

• Strong proficiency in Microsoft 365 applications and service, as well as Microsoft Azure.

• Experience with endpoint protection solutions such as web proxy, remote browser isolation and endpoint detection & response solutions

• Familiarity with meeting room video conferencing and AV solutions and troubleshooting.

• Proficiency in using ESM tools such as ServiceNow.

Experience

• At least 5 years of experience in a service desk or technical support role, with exposure to a variety of devices and applications in a corporate environment.

• Experience as system engineer/ system administration

• Mac OS experience is a plus point

Job ID: 19169Location: ST Engineering Hub, SGDescription:

About ST Engineering

ST Engineering is a global technology, defence, and engineering group with offices across Asia, Europe, the Middle East, and the U.S., serving customers in more than 100 countries. The Group uses technology and innovation to solve real-world problems and improve lives through its diverse portfolio of businesses across the aerospace, smart city, defence, and public security segments. Headquartered in Singapore, ST Engineering ranks among the largest companies listed on the Singapore Exchange.

Our history spans more than 50 years, and our strategy is underpinned by our core values – Integrity, Value Creation, Courage, Commitment and Compassion. These 5 core values guide every aspect of our business and are embedded in our ST Engineering culture – from the people we hire, to working with each other, to our partners and customers.

About our Line of Business – Cloud & Data Centre Solutions

ST Engineering Cloud and Data Centre Solutions Pte Ltd provides all aspects of cloud management, services, and solutions, from initial setup and migration to ongoing operations and optimization. Services include engineering works to design, build and provide facility management service for mission critical environments such data centers, disaster recovery, and business continuity sites.

Together, We Can Make A Significant Impact

You will be part of the team responsible for the operational support of Service Desk and expected to work independently. Your primary responsibility is to ensure system functionality, availability, data security, and compliance with industry standards.

Be Part of Our Success

• Providing level 1 technical support and respond to user inquiries via phone, email and ticketing system.
• Hardware – installation, maintenance and trouble-shooting.
• Diagnose and resolve hardware and software issues for end-users.
• Escalate complex issues to higher-level support teams as necessary.
• Maintain and update service desk documentation and knowledge base articles.
• Proactively identify and manage potential problems
• Conducting regular checks to ensure all endpoints are patched to the latest version.
• Conducting regular checks to ensure all endpoints and communication devices in meeting rooms are working properly.
• Collaborate with other IT team members on projects and initiatives.
• Provide training and guidance to end-users on IT systems and software.

Qualities We Value

• 1-3 years of experience in a technical support or service desk role (preferably).
• Proven track record of excellent problem-solving skills.
• Effective communication skills, both written and spoken.
• Ability to work independently and as part of a team.
• ITIL certification is a plus

Our Commitment That Goes Beyond the Norm

• An environment where you will be working on cutting-edge technologies and architectures.
• Safe space where diverse perspectives are valued, and everyone’s unique contributions are celebrated.
• Meaningful work and projects that make a difference in people’s lives.
• A fun, passionate and collaborative workplace.
• Competitive remuneration and comprehensive benefits.

Service Desk Director (Hyd)Location: Remote (Preferred Candidates located at Hyderabad)Who We Are:Base8 provides technology and business consulting services to companies throughout the US and Canada under the XOverture, Cure8, and Forte brands. We like to work with businesses that are serious about scaling, risk management, and developing mature processes ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner.Who You Are:This position will be Remote, but you will be working closely with the United States and Canada teams through video chat, instant messaging, e-mail, phone, and our software. It is essential that you have excellent communication skills in English, both written and oral. We are a fast-paced company expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8's goals. We pride ourselves on providing superior service to our clients, which includes attention to detail, following the processes in place, and being able to adapt to various situations.The Service Desk Director is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the SD Director is also responsible for providing high-level technical assistance to the team and ensuring service and support are provided to customers at agreed levels.Roles and Responsibilities: Manage service desk team members and their overall daily activities. Manage the dispatch process of service requests to ensure full utilization of resources. Manage the dispatch process of field technicians to ensure full utilization of resources. Improve usage of Support resources and increase the productivity of the team. Communicate with all parties in a constructive manner to guarantee customer expectations are met. Maintain awareness of all outstanding customer pre-and post-delivery issues and provide status to clients as necessary. Perform customer follow-up to verify final resolution and determine satisfaction level. Interface with appropriate technical personnel for customer problems that cannot be resolved effectively. Provide accurate reports and metrics to company management on the status of delivery Service Level Agreements across all clients. Understand service desk objectives and the role and function of each team member. Manage the team's development by ensuring that daily tasks and activities match their career interests. Assist the service desk team in design and development tasks. Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.Additional Duties and Responsibilities: Identify areas for improvement and make constructive suggestions for change. Continually seek opportunities to increase customer satisfaction and deepen customer relationships. Escalate service desk issues to the CTO as required. Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions. Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc. Maintain specific knowledge of the customer and how our service relates to their business strategy and goals. Develop in-depth knowledge of the service catalog and how it relates to customers needs. Conduct performance evaluations and mentor those with less experience. Develop training programs to develop and refine the skills of the service desk team. Facilitate regular service desk team meetings and service board reviews. Document internal processes and procedures related to duties and responsibilities. Enter all work as activities, service tickets, or project tickets in ConnectWise. Review relevant publications and online materials to remain up to date with current and future trends emerging in the industry.Knowledge, Skills, abilities required: 15+ years of experience of IT/MSP experience, with ticketing system Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Sonic Wall CSSA, Connect Wise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP Knowledge and experience in cross-functional management methods and techniques Knowledge of industry applications, processes, software, and equipment Strong organizational, presentation, and customer service skills Skills in strategic planning with an ability to think ahead and make long-term plans. Strong leadership skills and getting results with a strong customer orientation. Understanding of support tools, techniques, and how technology is used to provide services. Excellent communication skills in English, both written and oral.,

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CCIA, Strategic planning, Leadership skills, Customer service, Support tools,ITMSP experience, Ticketing system, Microsoft MCP, Citrix CCEA, Sonic Wall CSSA, Connect Wise CCPA, LabTech LTCP, Cisco CCNA, VMware VCP, Crossfunctional management

customer service, customer care,reynolds

Portfolio Management, Leadership Skills, Risk Assessment, Compliance, Stakeholder Management, Supplier Management, Vendor Management, Contract Negotiation, Data Analytics, Performance Metrics, Process Optimization, Resource Allocation, Operational Efficiency,Crossfunctional Collaboration

CCIA, Strategic planning, Leadership skills, Customer service, Support tools,ITMSP experience, Ticketing system, Microsoft MCP, Citrix CCEA, Sonic Wall CSSA, Connect Wise CCPA, LabTech LTCP, Cisco CCNA, VMware VCP, Crossfunctional management

customer service, customer care,reynolds

Portfolio Management, Leadership Skills, Risk Assessment, Compliance, Stakeholder Management, Supplier Management, Vendor Management, Contract Negotiation, Data Analytics, Performance Metrics, Process Optimization, Resource Allocation, Operational Efficiency,Crossfunctional Collaboration

Position Summary

The Service Hub division at BCS provides operational support to BCS and participants. The division ensures seamless participant onboarding/offboarding, effective coordination of participant support, operational reporting, secure certificate management, timely issue resolution and service processing, as well as operational excellence.

The Service Desk Support will be the first point of contact for external institutional users and will be responsible for managing the service desk and providing crucial support in ensuring effective incident management, timely communication with participants and schemes owners, and efficient processing of service requests. The individual is responsible for ensuring round-the-clock support to maintain operational continuity for critical payment systems, coordinating release notifications and activities, and upholding service quality standards in alignment with organisational and regulatory requirements.

Key Responsibilities

Service Desk & Customer Experience

• Manage service desk operations, ensuring delivery of excellent and consistent customer service across all touch points, including emails and phone
• Serve as the primary point of contact for customer inquiries and requests, resolving issues efficiently and escalating as necessary
• Collaborate with IT and vendors to provide timely and accurate advice to customers
• Manage incident resolution, leveraging experience with ServiceNow ITSM and CSM platforms
• Ensure all incident root cause analysis and downtime resolutions are tracked and reported, providing updates to relevant stakeholders (e.g., SCHA)

Incident and Service Request Management

• Handle participants' service incidents and requests across CTS, FAST, IBG, PayNow, and Cross-Border services
• Ensure all incidents and enquiries are logged, tracked, and resolved within the agreed Service Level Agreements (SLAs)
• Ensure clear and timely communication of Root Cause Analysis (RCA) and resolution of incidents to participants and schemes

Release Notifications and Coordination

• Ensure timely notifications to participants on all upcoming UAT and production releases
• Coordinate release activities with all stakeholders to ensure smooth implementation

Requirements

Education and Experience

• Diploma or Bachelor’s degree in Operations Management, Business Administration, or any related field
• Minimum one year of experience in service desk management or IT operations, preferably within the payment or financial services industry
• Demonstrated success in handling incident management, root cause analysis, and service request fulfillment
• Prior experience working in 24/7 operational environments is preferred

Skills and Knowledge

• Good understanding of payment systems such as Cheques, Funds Transfer, Interbank GIRO, PayNow, and Cross-Border services
• Strong communication skills, with the ability to convey information clearly and effectively to both internal (e.g. L2/L3 Tech Teams) and external stakeholders (e.g., participants, scheme owners)
• Knowledge of regulatory and compliance requirements related to payment systems is an advantage

• The Global Service Desk provides A&O Shearman with a 24x7x365 IT support coverage, with teams present at both Singapore and Belfast (UK) locations. Calls can come from anywhere in the world and the Service Desk Staff are key in providing an effective and professional IT support service to the firm’s staff and clients.
• Regularly collaborating with the Global Service Management teams located within the United Kingdom is critical to ensure worldwide consistency of services delivered to customers.
• The Global Service Desk team is critical and the backbone for IT customer service, with frequent interactions with and execution of the ITIL disciplines of incidents, change, problem, release, and capacity management.

Working Hours

2 shifts on weekdays and 2 shifts on weekends.

Monday to Friday

1st shift: 7am - 4pm

2nd shift: 9am - 6pm

Weekends, based on roster, usually work on 2 weekends.

1st shift: 7am - 4pm

2nd shift: 9am - 6pm

The Service Desk Analyst is accountable for supporting and maintaining the following areas:

• Provide 1st line (telephone) support and occasional 2nd line (Deskside) support.
• Record all incidents and requests in the BMC Helix call logging system.
• Assign the incidents and requests that cannot be resolved 1st line to the appropriate teams.
• Ensure that customers are kept informed of events relating to their call.
• Facilitate communication between the various IT teams, both regional as global.
• Proactively engage and work closely with the regional IT Support Officers and IT Operations team, ensuring that the business receives the highest level of service.
• Work closely with Belfast Service Desk team for ticket handover and follow-ups.
• Coordinate as required with the ITIL Process Management team (including change, release, problem and configuration)
• Provide 1st line (telephone support) and occasional 2nd line (Deskside support) for incident resolution.
• Record all requests for assistance in the BMC Helix call logging system, using the most appropriate source to resolve incidents. Seek assistance from colleagues where appropriate.
• Ensure all calls are responded to within a timely manner and within the agreed OLAs.
• Facilitate communications between the local / regional IT Officers, the regional Training team and the Global support teams.
• Pass calls to 2nd and 3rd line support teams (e.g. Networks, Email, Web, Server) if cannot be resolved first line.
• Ensure that customers are kept informed of events relating to their call.
• Monitor calls when passed to 2nd and 3rd line teams.
• Provide guidance, training and mentoring to other team members as required.
• Build and maintain good customer relationships.
• Develop a detailed understanding of the business and departments that are supported.
• Complete tasks and other assigned work to agreed deadlines

• Minimum “A” level standard education or equivalent
• Minimum 4/5 years IT experience with at least 3 years’ experience in a 1st line support role.
• Soft skills for excellent customer service.
• Knowledge of Windows 10, Microsoft Office and remote working via both VPN and Citrix
• Detailed practical knowledge of the Service Desk tools and end-user IT services.
• Expertise in the use of Call managing systems.
• Active Directory and Remote Exchange Console.
• Expected to have a basic understanding of all technologies used by A&O and business working practices.
• Experience working within the professional services sector with an appreciation of the demands placed on
• support teams by the business.
• Experience of working in an ITIL environment

• Strong organisational skills with a proven track record in a challenging support department.
• Commitment to rapidly resolve incidents using a logical and structured approach to problem solving.
• Ability to make sound decisions under pressure.
• Strong commitment to excellent customer service.
• An enthusiasm and passion for technology. The ability to promote technology within the firm, using business friendly language
• Personal credibility, highly self-motivated, self-starter, who will undertake all activities to the highest professional
• standards.
• Excellent communication skills, both orally and written.
• Ability to operate within a wider team where there may be ambiguity and conflicting priorities.
• Experience of working in a global environment across international locations with an appreciation of multiple cultures.