Service Desk Agent

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A technology solutions provider in Singapore seeks a Service Desk Agent for 12-hour shifts. Candidates must have at least 1 year of end-user support experience and strong skills in Microsoft Office 365, Windows OS, and Active Directory. The role involves providing technical support, managing incidents, and ensuring customer satisfaction. This position offers a rotating shift schedule with 2 days on and 2 days off.

Qualifications

• Minimum 1 year end-user support experience in Desktop or Technical Service Desk.
• Strong knowledge of Windows OS and mobile device support.

Responsibilities

• Provide 1st level troubleshooting to user queries and incidents.
• Offer First Call Resolution (FCR) technical support via phone and email.
• Maintain ownership of cases and follow up until closure.

Skills

Microsoft Office 365

Windows OS

Active Directory account administration

MS Outlook

ITIL IT Service Management

Job description

Job Title: Service Desk Agent (12 Hours Shift Job)

Job Responsibilities:

• The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner)
• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
• Perform first level troubleshooting on all reported incidents and elevate incidents to 2nd level resolver groups as per work instructions.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level.
• Maintain ownership of cases and follow up on reported issues until closure and gather accurate and complete relevant information is recorded.
• Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
• Handle initial classification and prioritization of incidents. Track the progress of resolution and provide regular updates for follow‑up actions and incident status.

Requirement:

• Minimum 1 year end‑user support experience, Desktop or Technical Service Desk.
• Knowledge of Windows OS, Active Directory account administration, MS Outlook, and mobile device support.
• Mandatory Skill: Microsoft Office 365
• Preferred Skill: Microsoft Windows, ITIL IT Service Management

Working Hours:

Rotating 12‑hour day or night shift.

2 days work with 2 days off day