Call Centre/ Helpdesk Support(12 hrs rotational shift)

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; Presencial; SGD 24.000 - 40.000; Jornada completa

Descripción de la vacante

RAPSYS TECHNOLOGIES PTE. LTD. is seeking a Call Centre/Helpdesk Support agent to handle incoming inquiries by phone, email and webchat, perform first-line troubleshooting, manage events via monitoring consoles, and provide timely updates.

You will log incidents, reset passwords, broadcast notifications, and route issues to higher tiers, ensuring escalation until resolution within the service level agreement, across a 12-hour rotating shift.

Formación

• High school diploma or equivalent.
• Experience / knowledge in IT support will be a major plus.
• Willingness to work a 12-hour rotating shift.

Responsabilidades

• Respond to incoming inquiries/incident/request/alerts (Call, Email, Webchat, IVR handling, Monitoring consoles)
• 1st level troubleshooting of in supported systems i.e. Workplace; Server; Network
• Record and manage all transactions/cases in Service Management System
• Broadcast notifications to the relevant parties and provide timely status updates
• Ensure daily tasks are executed according to the Standard Operation Procedure

Conocimientos

IT support experience

Customer service

Educación

High school diploma or equivalent

Herramientas

Microsoft 365

Secure Access Service Edge

Point of Sale

Security event monitoring

Descripción del empleo

Role: Call Centre/ Helpdesk Support(12 hrs rotational shift)

Location: Depot Road

JD

Respond to the incoming enquiries/incident/request/alerts (Call, Email, Webchat, EUP, IVR handling, Monitoring consoles)

1st level troubleshooting of in supported systems i.e. Workplace; Server; Network;

Microsoft 365; Secure Access Service Edge; Point of Sale

Security event monitoring

Server and network availability and performance monitoring

Password reset and unlock

Perform log &route [to higher tier or Resolver Team(s)]

• Record and manage all transactions/ cases in Service Management System
• Broadcast notifications to the relevant parties
• Provide timely status update, follow up on cases escalated until closure within the service level agreement.
• Ensure daily tasks are executed according to the Standard Operation Procedure

Job Requirements

High school diploma or equivalent

Experience / Knowledge in IT support will be a Major plus

12 hours rotating shift