Service Desk Engineer - 1st Line Tech Support (Singapore)

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

Job summary

Rapsys Technologies Pte Ltd is seeking a Servicedesk Engineer/Call Centre for a 12-hour shift in Singapore. The role is based in the office and involves delivering frontline IT support and customer service in a fast-paced environment.

You will provide first call resolution by phone and email, perform initial troubleshooting, and escalate to 2nd level resolver groups as needed, while keeping customers updated within SLA.

Qualifications

• Diploma in IT-related field required.
• At least 1 year of end-user support or service desk experience.
• Candidate with non-tech call center experience will not be considered.
• Knowledge of Windows OS, AD, Outlook and mobile devices support is required.

Responsibilities

• Provide 1st level troubleshooting to users queries/incidents with professionalism and timeliness.
• Provide First Call Resolution (FCR) via phone and email.
• Ensure calls and emails are answered promptly.
• Perform first level troubleshooting and escalate 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
• Notify Team Lead in the event of unusual surge in calls of a specific nature
• Handle initial classification/ prioritization of the incidents
• Track the progress of resolution and provide regular updates for follow-up actions and incident status

Skills

Windows OS

Active Directory

MS Outlook

Mobile devices support

Education

Diploma in IT related fields

Job description

Rapsys Technologies Pte Ltd is seeking a Servicedesk Engineer/Call Centre for a 12-hour shift in Singapore. The role is based in the office and involves delivering frontline IT support and customer service in a fast-paced environment.

You will provide first call resolution by phone and email, perform initial troubleshooting, and escalate to 2nd level resolver groups as needed, while keeping customers updated within SLA.