Helpdesk/ ServiceDesk Agent

Rapsys Technologies Pte Ltd.; Singapore; On-site; SGD 24,000 - 42,000; Full time

Job summary

Rapsys Technologies Pte Ltd. in Singapore is seeking a proactive Helpdesk/ServiceDesk Agent to provide first-line IT support in a dynamic office setting. You will address incidents via multiple channels and ensure timely resolutions, while maintaining accurate records.

The role focuses on Level 1 troubleshooting across Workplace, Server, Network, Microsoft 365, SASE, and POS systems, with an emphasis on customer satisfaction and adherence to SLA.

Qualifications

• High school diploma or equivalent.
• IT support experience or knowledge is an advantage.
• Willing to work 12-hour rotating shifts.

Responsibilities

• Respond to incidents, requests, enquiries, and alerts via Call, Email, Web Chat, EUP, IVR, and monitoring consoles.
• Provide Level 1 troubleshooting for Workplace, Server, Network, Microsoft 365, Secure Access Service Edge (SASE), and Point of Sale (POS) systems.
• Monitor security events, server/network availability, and system performance.
• Perform password resets and account unlocks.
• Log, manage, and escape incidents to the appropriate Resolver Teams.
• Maintain accurate records in the Service Management System.
• Provide timely updates and ensure cases are resolved within SLA.
• Follow Standard Operating Procedures (SOPs) and perform daily operational tasks.

Skills

Customer service

First-line support

Education

High school diploma

Tools

Service Management System

Job description

We're Hiring: Helpdesk/ServiceDesk Agent!

We are looking for a proactive and customer-focused Helpdesk/ServiceDesk Agent to join our team in Singapore. The ideal candidate will be responsible for providing first-line IT support, resolving technical issues efficiently, and ensuring high customer satisfaction in a dynamic office environment.

Role: ServiceDesk Agent

Location: Depot Road

(work 12-hour rotating shifts)

Job Description & Requirements:

• Respond to incidents, requests, enquiries, and alerts via Call, Email, Web Chat, EUP, IVR, and monitoring consoles.

• Provide Level 1 troubleshooting for Workplace, Server, Network, Microsoft 365, Secure Access Service Edge (SASE), and Point of Sale (POS) systems.

• Monitor security events, server/network availability, and system performance.

• Perform password resets and account unlocks.

• Log, manage, and escape incidents to the appropriate Resolver Teams.

• Maintain accurate records in the Service Management System.

• Provide timely updates and ensure cases are resolved within SLA.

• Follow Standard Operating Procedures (SOPs) and perform daily operational tasks.

Requirements:

• High school diploma or equivalent.

• IT support experience or knowledge is an advantage.

• Willing to work 12-hour rotating shifts.