Helpdesk Agent

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A multinational banking corporation in Singapore is seeking a Helpdesk contract agent to support applications and manage tickets. The ideal candidate will hold a bachelor's degree in a relevant field and possess ITIL certification alongside three years of experience in IT Helpdesk roles. You'll engage with end users and IT support staff while managing various tools and tasks to ensure smooth operations. This position requires flexibility with shift patterns and adeptness in IT services.

Qualifications

• Bachelor’s degree in business, Computer Science, or related discipline required.
• ITIL Foundation certification would be required.
• 3 years of experience in working with IT Helpdesk roles supporting Applications.
• Understanding of Open Systems, Mainframe, Storage, Network, Web/Application/Middleware services, or Application Development is required.

Responsibilities

• Work directly with end users, IT support staff, and vendors to ensure timely ticketing of issues.
• Attend user calls and emails, and raise tickets in BMC Service management tool.
• Monitor events from the Alert management tool.
• Follow up for ATM reporting and perform adhoc tasks.

Skills

Proficiency with MS Office

Knowledge of IT Services

Experience with service management tools

3 years in IT Helpdesk roles

Education

Bachelor’s degree in business, Computer Science, or related discipline

ITIL Foundation certification

Tools

BMC Helix

Service Now

Job description

About the client

Our client is MNC bank

Responsibilities

• The Helpdesk contract agent will work directly with end users, IT support staff and vendors to ensure timely ticketing of the issues reports and requests being made.

Requirements

• Bachelor’s degree in business, Computer Science, or related discipline required.
• ITIL Foundation certification would be required.
• You must have 3 years of experience in working with IT Helpdesk roles supporting Applications.
• You must have proficiency with MS Office products, knows a bit about IT Services such as desktop, software and able to do Excel reporting.
• Candidate will work with Helpdesk and perform varied tasks such as attending user calls, user emails, raising tickets in BMC Service management tool, Helix.
• Events monitoring from the Alert management tool.
• Candidate will also be following up for ATM reporting and other adhoc tasks.
• The shift pattern changes weekly. Shifts are from (0730 - 1545 hrs; 0900 – 1830 hrs; 1330 – 2300 hrs). The staff who works 0730 hours shift ends up doing an additional day on Saturday in the week.
• Experience in service management tools such BMC Helix, Service Now, etc.
• 3 years of managing complex IT queries and requests in a matrix environment or Operational Line experience is preferred.
• Understanding of on one or more of the following disciplines is required: Open Systems, Mainframe, Storage, Network, Web/Application/Middleware services, Service Management functions, or Application Development.

Contact

Interested candidates, who wish to apply for the above position, please send in your resume to [e-mail]

We regret that only shortlisted candidates will be contacted.

EA License No. 01C4394

EA Personnel Reg.No. R1104824 (Samsudeen Mohamed Basith)

This is in partnership with Employment and Employability Institute Pte Ltd ("e2i"). e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to e2i’s PDPA. By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOL Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at https://www.persolsingapore.com/policies. You acknowledge that you have read, understood, and agree with the Privacy Policy.