Service Desk Agent

Rapsys Technologies Pte Ltd.; Singapore; On-site; SGD 27,000 - 36,000; Full time

Job summary

Rapsys Technologies Pte Ltd. is seeking a Service Desk Agent to join our team in Singapore. You will be the first point of contact for IT support, resolving technical issues and delivering excellent customer service in a fast-paced office environment.

Location is Singapore, Singapore with work from office. The role requires a high school diploma, at least 1 year of IT support experience, and a 12-hour rotating shift. Knowledge of IT systems and customer service is preferred.

Qualifications

• At least 1 year of IT support experience.
• Familiarity with Microsoft 365, security concepts, or POS systems is a plus.

Responsibilities

• Respond to incoming enquiries via calls, emails, webchat, and other channels.
• Perform 1st level troubleshooting for workplace, server, and network issues.
• Monitor security events and system availability.
• Assist with password resets and account unlocks.
• Record and manage incidents in the Service Management System.
• Provide timely updates and escalate where needed until resolution.
• Follow daily SOPs and ensure tasks meet service levels.

Skills

IT support knowledge

Education

High school diploma

Job description

We're Hiring: Service Desk Agent!

We are looking for a motivated Service Desk Agent to join our team in Singapore. As the first point of contact for IT support, you will help resolve technical issues and deliver excellent customer service. If you have at least one year of experience and thrive in a fast-paced office environment, we want to hear from you!

Location: Singapore, Singapore
Work Mode: Work from Office
Role: Service Desk Agent

Job Descriptions:

• 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

Job Requirements:

• High school diploma or equivalent
• Experience / Knowledge in IT support will be a Major plus
• 12 hours rotating shift