Service Desk Agent

Rapsys Technologies Pte Ltd.; Singapore; On-site; SGD 30,000 - 52,000; Full time

Job summary

Rapsys Technologies Pte Ltd in Singapore is seeking a dedicated Service Desk Agent to provide first‑level IT support, handle incidents and service requests, and monitor critical systems. The role requires good communication, a customer‑focused attitude, and a willingness to work in rotating shifts at our Depot Road location.

You will respond to inquiries, perform initial troubleshooting across Microsoft 365, networks, and POS systems, log and manage incidents, and ensure resolution within SLAs.

Qualifications

• High school diploma or equivalent.
• Knowledge or experience in IT support is a major advantage.
• Good troubleshooting and problem-solving skills.
• Strong communication and coordination skills.
• Willingness to work 12-hour rotating shifts.

Responsibilities

• Respond to incoming enquiries, incidents, service requests, and alerts via calls, emails, webchat, and monitoring consoles
• Perform first-level troubleshooting across workplace systems, servers, networks, Microsoft 365, Secure Access Service Edge (SASE), and Point of Sale (POS) systems
• Handle password resets and account unlock requests
• Monitor security events, server and network availability, and system performance
• Log, record, and manage all incidents and service requests in the service management system
• Route unresolved issues to the appropriate higher-level support or resolver teams
• Send notifications to relevant stakeholders and provide timely status updates
• Follow up on escalated cases until closure within the agreed service-level agreements (SLAs)
• Ensure daily tasks are completed according to Standard Operating Procedures (SOPs)

Skills

Communication skills

Troubleshooting

IT support knowledge

Customer-focused

Coordination skills

Education

High school diploma or equivalent

Job description

We're Hiring: Service Desk Agent!

We are looking for a dedicated Service Desk Agent to provide first-level IT support, handle incidents and service requests, monitor IT systems, and ensure timely resolution of issues. The ideal candidate should have good communication skills, a customer-focused attitude, and a willingness to work in a rotating shift environment.

• Work Location: Depot Road, Singapore
• Role: Service Desk Agent
• Work Mode: 12-Hour Rotating Shifts

What You'll Do:

• Respond to incoming enquiries, incidents, service requests, and alerts via calls, emails, webchat, and monitoring consoles
• Perform first-level troubleshooting across workplace systems, servers, networks, Microsoft 365, Secure Access Service Edge (SASE), and Point of Sale (POS) systems
• Handle password resets and account unlock requests
• Monitor security events, server and network availability, and system performance
• Log, record, and manage all incidents and service requests in the service management system
• Route unresolved issues to the appropriate higher-level support or resolver teams
• Send notifications to relevant stakeholders and provide timely status updates
• Follow up on escalated cases until closure within the agreed service-level agreements (SLAs)
• Ensure daily tasks are completed according to Standard Operating Procedures (SOPs)

What We're Looking For:

• High school diploma or equivalent
• Knowledge or experience in IT support is a major advantage
• Good troubleshooting and problem-solving skills
• Strong communication and coordination skills
• Willingness to work 12-hour rotating shifts