IT Helpdesk Agent - 1st Line Support (12h Rotating Shifts)

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 28,000 - 38,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE. LTD. in Singapore seeks an IT Support Specialist to respond to inquiries across multiple channels and perform initial troubleshooting. The role involves monitoring security events and ensuring incidents are logged and resolved efficiently.

You will document cases in the Service Management System, broadcast relevant updates, and adhere to the standard operating procedures while working a 12-hour rotating shift.

Qualifications

• High school diploma or equivalent.
• Experience/knowledge in IT support will be a major plus.

Responsibilities

• Respond to inquiries/incidents/requests/alerts across channels (Call, Email, Webchat, EUP, IVR).
• Perform 1st-level troubleshooting for workplace, server, and network; Microsoft 365; Secure Access Service Edge; Point of Sale.
• Monitor security events and server/network availability/performance.
• Record and manage all transactions/cases in the Service Management System; broadcast notifications.
• Provide timely status updates and follow-ups on escalated cases until closure within SLA.
• Ensure daily tasks are executed according to the Standard Operating Procedure.

Skills

IT support

Customer service

Education

High school diploma or equivalent

Job description

RAPSYS TECHNOLOGIES PTE. LTD. in Singapore seeks an IT Support Specialist to respond to inquiries across multiple channels and perform initial troubleshooting. The role involves monitoring security events and ensuring incidents are logged and resolved efficiently.

You will document cases in the Service Management System, broadcast relevant updates, and adhere to the standard operating procedures while working a 12-hour rotating shift.