Service Desk Agent

Tap Growth ai; Singapore; On-site; SGD 32,000 - 52,000; Full time

Job summary

Tap Growth ai in Singapore is seeking a motivated Service Desk Agent to be the first line of IT support. You will handle incidents, answer inquiries, perform 1st level troubleshooting, and ensure timely updates.

The role requires a high school diploma and 1 year of experience; rotating 12-hour shifts; work from office in Singapore. You will support Workplace, Server, Network, and Microsoft 365.

Qualifications

• High school diploma or equivalent.
• Experience / knowledge in IT support is a major plus.
• 12 hours rotating shift.

Responsibilities

• Respond to incoming enquiries/incident/request/alerts via call, email, webchat, IVR or monitoring.
• Perform 1st level troubleshooting of supported systems (Workplace, Server, Network).
• Handle Microsoft 365; Secure Access Service Edge; Point of Sale systems.
• Monitor security events and server/network performance.
• Reset passwords and unlock accounts; route to higher tiers as needed.
• Record all transactions/cases in the service management system.
• Broadcast notifications and provide timely status updates until closure.

Skills

Customer service

Communication

IT basics

Education

High school diploma or equivalent

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