IT Helpdesk Agent

3 weeks ago

Singapore NTT SINGAPORE PTE. LTD. Full time
Roles & Responsibilities

Job Title:

Helpdesk Agent (L2) – IT Service Management

Employment Type:

12-Month Renewable Contract with NTT DATA Singapore (Deployed to a Leading Bank)

Work Location:

Alexandra Building, Singapore

About the Role

We are seeking an experienced Helpdesk Agent (L2) to join our client's Group Infrastructure & Platform Services (GIPS) division within Service Management. You will be the first point of contact for technology-related issues, ensuring timely logging, tracking, and resolution of tickets across multiple countries and business units.

This role requires strong communication skills, technical know-how, and the ability to work in a fast-paced banking environment.

Key Responsibilities
  • Manage and triage IT service requests and incidents impacting business operations across 19 countries in Asia Pacific, Europe, and North America.
  • Handle incoming calls and emails from end-users, logging issues in the Remedy ticketing system.
  • Liaise with IT support teams, vendors, and stakeholders to ensure timely ticket updates and resolutions.
  • Provide first-level troubleshooting for desktop, application, and network-related issues before escalation.
  • Prepare and maintain helpdesk reports, service metrics, and follow-up actions in Excel.
  • Ensure adherence to service level agreements (SLAs) and ITIL service management practices.
Requirements

Education & Experience:

  • Bachelor's degree in Computer Science, Information Technology, Business, or related discipline.
  • 3–5 years of experience in IT Helpdesk / Service Desk operations in an enterprise environment.

Technical Skills:

  • Proficiency in MS Office Suite (Excel reporting essential).
  • Basic understanding of IT services (desktop support, software troubleshooting, networking fundamentals).
  • Familiarity with ticketing tools (e.g., Remedy, ServiceNow).
  • Knowledge in one or more of the following domains is an advantage: Open Systems, Mainframe, Storage, Network, Web/Application/Middleware Services, Service Management functions, or Application Development.

Preferred Certifications:

  • ITIL Foundation (preferred).

Soft Skills:

  • Strong written and verbal communication skills in English.
  • Ability to handle multiple requests in a high-pressure environment.
  • Customer-focused, with proven experience managing user expectations and providing timely updates.

Interested candidates are kindly requested to email their CV with their experience to:

sandeep.sringeripai@global.ntt

We look forward to your application

Tell employers what skills you have

helpdesk support
IT Service Management
Handle calls
IT Helpdesk
Ticketing
Service Management
ITSM
Desktop Support
monitoring SLAs
IT-Service desk
Service Desk
ITIL
ServiceNow
Remedy Ticketing System
Customer Service
technical helpdesk
1st and 2nd level Helpdesk
Incident Management

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