Desktop Engineer /IT Support Engineer

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE. LTD. seeks a desktop support specialist to troubleshoot user incidents and service requests, ensuring timely resolution and a superior customer experience.

The role involves handling walk-in and onsite roaming users, diagnosing client platform issues, and delivering clear communication throughout resolutions. Candidates should have experience supporting government agencies and large user groups, plus the ability to work effectively within a team.

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 expand potential issues to Team Lead proactively.
• Update and track incident progress diligently in the ticketing system to ensure transparency and accountability.

Skills

Government agencies support

Large user base support (100+ users)

Team collaboration

Job description

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 expand 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