Service Desk Support

About the role

BCS, a subsidiary of NETS, manages the clearing and payment infrastructure for the Singapore Automated Clearing House, including FAST, Inter-bank GIRO, the Cheque Truncation System (CTS), PayNow and the SGQR Central Repository. The Service Desk Support is the first point of contact for external institutional users and manages the service desk, supporting incident management, communication with participants and scheme owners, and round-the-clock support for critical payment systems.

Key responsibilities

• Manage service desk operations and customer service across email and phone, acting as the main contact for inquiries and requests and escalating where needed
• Work with IT and vendors to give customers timely, accurate advice
• Resolve incidents using ServiceNow ITSM and CSM, and track and report root cause analysis and downtime resolutions to stakeholders such as SCHA
• Handle service incidents and requests for CTS, FAST, IBG, PayNow and cross-border services, logging and resolving them within SLAs
• Communicate RCA and incident resolutions clearly and promptly to participants and schemes
• Notify participants of upcoming UAT and production releases and coordinate release activities with stakeholders

Required profile

• Diploma or Bachelor's degree in Operations Management, Business Administration or a related field
• At least 1 year of experience in service desk management or IT operations, preferably in payment or financial services
• Proven success in incident management, root cause analysis and service request handling
• Prior experience in 24/7 operations is preferred

Required skills

• Understanding of payment systems such as Cheques, Funds Transfer, Interbank GIRO, PayNow and cross-border services
• Strong communication with internal teams (L2/L3 tech teams) and external stakeholders
• Knowledge of regulatory and compliance requirements for payment systems is an advantage