IT Service Desk Agent - 12-Hour Shifts, On-site

RAPSYS TECHNOLOGIES PTE LTD

Singapore

On-site

SGD 27,000 - 33,000

Full time

2 days ago

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Job summary

RAPSYS TECHNOLOGIES PTE LTD is seeking a Service Desk / Call Centre Agent to provide first-line IT support in a fast-paced environment, handling inquiries via Call, Email, Webchat, IVR and monitoring consoles.

Responsibilities include 1st level troubleshooting for Workplace, Server and Network; Microsoft 365 and security event monitoring; password resets; logging and routing to higher tiers; recording all transactions in the service management system; broadcasting notifications and ensuring task

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