Service Desk / Call Centre Agent

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 28,000 - 38,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE. LTD. in Singapore seeks an IT Support Specialist to respond to inquiries across multiple channels and perform initial troubleshooting. The role involves monitoring security events and ensuring incidents are logged and resolved efficiently.

You will document cases in the Service Management System, broadcast relevant updates, and adhere to the standard operating procedures while working a 12-hour rotating shift.

Qualifications

• High school diploma or equivalent.
• Experience/knowledge in IT support will be a major plus.

Responsibilities

• Respond to inquiries/incidents/requests/alerts across channels (Call, Email, Webchat, EUP, IVR).
• Perform 1st-level troubleshooting for workplace, server, and network; Microsoft 365; Secure Access Service Edge; Point of Sale.
• Monitor security events and server/network availability/performance.
• Record and manage all transactions/cases in the Service Management System; broadcast notifications.
• Provide timely status updates and follow-ups on escalated cases until closure within SLA.
• Ensure daily tasks are executed according to the Standard Operating Procedure.

Skills

IT support

Customer service

Education

High school diploma or equivalent

Job description

• Respond to the incoming inquiries/incidents/requests/alerts (Call, Email, Webchat, EUP, IVR handling, Monitoring consoles)
• 1st-level troubleshooting of unsupported systems, i.e., Workplace, Server, and 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 the Service Management System

* Broadcast notifications to the relevant parties

* Provide timely status updates and 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