IT Helpdesk Agent (L2) – Banking & Service Management_ Contract

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:

📧 [email protected]

We look forward to your application!