Immediate - IT Helpdesk - 12 hours shift (Call Center / Central)

AlpSoft Technologies Pte Ltd; Singapore; On-site; SGD 22,000 - 29,000; Full time

Job summary

AlpSoft Technologies Pte Ltd in Singapore is hiring for an IT Support role to respond to enquiries, incidents, and alerts across calls, email, webchat, and other channels. You will handle basic troubleshooting and ensure timely updates.

You will monitor security events and system health, perform password resets, log and route cases to higher tiers, and document all transactions in the Service Management System in line with SLA.

Qualifications

• High school diploma or equivalent.
• Experience / Knowledge in IT support will be a Major plus.
• 12 hours rotating shift.

Responsibilities

• 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.

Skills

IT support

Customer service

Shift work

Education

High school diploma or equivalent

Tools

Service Management System

Job description

Job Descriptions:

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

1. 1st level troubleshooting of in supported systems i.e. Workplace; Server; Network; Microsoft 365; Secure Access Service Edge; Point of Sale

2. Security event monitoring

3. Server and network availability and performance monitoring

4. Password reset and unlock

5. 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

"This is in partnership with the 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 toAlpsoft Technologies's PDPA ande2i's PDPA.