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

RAPSYS TECHNOLOGIES PTE LTD

Singapore

On-site

SGD 28,000 - 39,000

Full time

2 days ago

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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 environment. You will handle incidents and requests via multiple channels and strive for high customer satisfaction.

The role requires you to perform Level 1 troubleshooting for Workplace, Server, Network, Microsoft 365, SASE and POS systems, monitor systems, and manage passwords and account unlocks, while maintaining accurate records and adhering to

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 escale 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.