Service Desk Support

Role overview

The BCS Service Hub at BCS supports the organisation and its participants through smooth onboarding and offboarding, coordinated participant assistance, operational reporting, secure certificate handling, prompt issue handling, and efficient service processing. This role is the first contact point for external institutional users and is responsible for running the service desk, supporting incident management, keeping communication flowing with participants and scheme owners, and processing service requests efficiently. The position also helps maintain uninterrupted support for critical payment platforms, coordinates release-related notices and activities, and ensures service standards are met in line with internal, operational, and regulatory expectations.

Service desk and customer support

• Oversee day-to-day service desk activities and deliver a consistently strong customer experience across email and phone interactions.
• Act as the main contact for customer questions and requests, resolving issues where possible and escalating when required.
• Work with internal IT teams and external vendors to provide accurate, timely guidance to customers.
• Use ServiceNow ITSM and CSM tools to support incident handling and case management.
• Track root cause analysis and downtime resolution activities, and share progress updates with the relevant stakeholders, including SCHA.

Incident and service request handling

• Manage participant incidents and service requests related to CTS, FAST, IBG, PayNow, and cross-border services.
• Log, follow up, and close incidents and enquiries within the agreed service level targets.
• Communicate incident root causes and resolutions clearly and promptly to participants and schemes.

Release coordination

• Send participants advance notices for UAT and production releases.
• Coordinate release-related tasks with all involved parties to support smooth deployment.

Requirements

• A diploma or bachelor’s degree in Operations Management, Business Administration, or a closely related discipline.
• At least 1 year of experience in service desk operations or IT operations, ideally in payment or financial services.
• Proven capability in incident handling, root cause analysis, and fulfilling service requests.
• Previous exposure to 24/7 operational settings is preferred.
• Strong grasp of payment systems such as cheques, funds transfer, Interbank GIRO, PayNow, and cross-border payment services.
• Clear communication skills and the ability to explain information effectively to both technical teams and external stakeholders.
• Familiarity with regulatory and compliance expectations in payment systems is an added advantage.

Additional information

This is a full-time, onsite role based in Toa Payoh, Singapore. The work involves supporting critical payment operations and may require round-the-clock coverage to maintain operational continuity.