ServiceDesk Engineer(12 hrs shift )

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

Role: ServiceDesk Engineer

Location: Deport road

JD

The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner)

Provide First Call Resolution (FCR) technical support via phone and email

Ensure calls are answered and emails are responded in a timely manner

Perform first level troubleshooting on all reported incidents and elevate incidents 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 and gather and complete relevant information is recorded

Manage customer expectations and 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

Qualifications

• Min Diploma in IT related fields
• Min 1 year End user support experience, Desktop or Technical Service Desk
• Customer Service Experience in nontech call center environment will not be considered
• Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support