Desktop Engineer

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 36,000 - 58,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE. LTD.

in Singapore is seeking a desktop support specialist to troubleshoot user incidents and service requests, resolve client platform issues, and maintain clear communication to ensure timely resolution and excellent customer experience. You will troubleshoot and resolve desktop support incidents for walk-in and onsite roaming users, diagnose platform problems, respond to escalations, provide status updates, and document resolutions in the ticketing system to uphold

Qualifications

• Experience supporting government agencies.
• Experience supporting large user bases (100+ users).
• Ability to work effectively in a team environment.

Responsibilities

• Troubleshoot and resolve desktop support incidents and service requests for walk-in and onsite roaming users.
• Diagnose and address client platform-related problems to restore functionality.
• Respond promptly to escalated incidents, investigating root causes and providing temporary or permanent solutions.
• Communicate timely status updates to relevant stakeholders throughout incident resolution.
• Deliver a positive customer experience by managing interactions professionally and effectively.
• Maintain ownership of cases by following up on reported issues until full resolution and documenting accurate information.
• Manage customer expectations and escalate potential issues to Team Lead proactively.

Skills

Desktop support

Troubleshooting

Team collaboration

Job description

Company Overview

Headquartered in Singapore with offices in USA, Malaysia and India, we partner with multinational companies to deliver advanced technology and business process outsourcing solutions. We focus on customer needs to drive long-term success and exceed client expectations.

Job Summary

Provide desktop support by troubleshooting user incidents and service requests, resolving client platform issues, and maintaining clear communication to ensure timely resolution and excellent customer experience.

Responsibilities

• Troubleshoot and resolve desktop support incidents and service requests for walk-in and onsite roaming users
• Diagnose and address client platform-related problems to restore functionality
• Respond promptly to escalated incidents, investigating root causes and providing temporary or permanent solutions
• Communicate timely status updates to relevant stakeholders throughout incident resolution
• Deliver a positive customer experience by managing interactions professionally and effectively
• Maintain ownership of cases by following up on reported issues until full resolution and documenting accurate information
• Manage customer expectations and escal**ate** potential issues to Team Lead proactively
• Update and track incident progress diligently in the ticketing system to ensure transparency and accountability

Preferred competencies and qualifications

• Experience supporting government agencies
• Experience supporting large user bases (100+ users)
• Ability to work effectively in a team environment

Other Information

• Working hours: Staggered 8.5-hour shifts between 7:30am and 9:00pm (SGT), Monday to Sunday, including Public Holidays