Service Desk Engineer - First-Line Technical Support

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 30,000 - 48,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE. LTD. is seeking a ServiceDesk Engineer to provide 1st level troubleshooting and remote support. The role involves taking calls and emails, performing initial triage, and escalating complex issues to 2nd level teams.

You will own cases, provide timely updates, and manage customer expectations, while ensuring service levels are met and issues are resolved efficiently.

Qualifications

• Min Diploma in IT related fields.
• At least 1 year of end-user support experience.
• Experience in a non-tech call center is not considered.
• Knowledge of Windows OS, Active Directory, MS Outlook, and mobile devices.

Responsibilities

• Provide 1st level troubleshooting for users queries/incidents.
• Deliver First Call Resolution via phone and email.
• Ensure timely response to calls and emails.
• Perform initial triage and escalate to 2nd level resolver groups.
• Provide timely updates to customers on issue status.
• Own cases and follow up until closure.
• Manage customer expectations and notify lead of unusual surge.
• Handle initial incident classification/prioritization.
• Track progress and provide updates for follow-up actions.

Skills

End user support

Windows OS

Active Directory

MS Outlook

Mobile devices

Education

Diploma in IT

Job description

RAPSYS TECHNOLOGIES PTE. LTD. is seeking a ServiceDesk Engineer to provide 1st level troubleshooting and remote support. The role involves taking calls and emails, performing initial triage, and escalating complex issues to 2nd level teams.

You will own cases, provide timely updates, and manage customer expectations, while ensuring service levels are met and issues are resolved efficiently.