IT Helpdesk Agent

2 weeks ago

Singapore NTT SINGAPORE PTE. LTD. Full time $40,000 - $60,000 per year

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:

We look forward to your application

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