IT Helpdesk Agent

2 days ago

Singapore NTT SINGAPORE PTE. LTD. Full time

**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.
- Liaise with IT support teams, vendors, and stakeholders to ensure timely ticket updates and resolutions.
- 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.

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