ServiceDesk Engineer/ Call Centre

Rapsys Technologies Pte Ltd.; Singapore; Presencial; SGD 36.000 - 60.000; Jornada completa

Descripción de la vacante

Rapsys Technologies Pte Ltd. in Singapore is seeking a motivated ServiceDesk Engineer/Call Centre professional to deliver frontline IT support and exceptional service delivery from the office.

You will handle inquiries via calls, emails, webchat and IVR, perform basic troubleshooting for workplace, server and network issues, and monitor system health. The role requires a high school diploma and a willingness to work a 12-hour rotating shift.

Formación

• 12-hour rotating shift
• Experience/Knowledge in IT support is a major plus

Responsabilidades

• Respond to inquiries and incidents via Call, Email, Webchat, IVR and monitoring
• 1st level troubleshooting of Workplace, Server, Network
• Support Microsoft 365 and Secure Access Service Edge
• Security event monitoring
• Server and network availability and performance monitoring
• Password resets and unlock
• Log and route cases to higher tiers or Resolver Teams
• Record and manage all transactions/cases in the Service Management System
• Broadcast notifications to relevant parties
• Provide timely status updates and follow up on escalated cases until closure within SLA
• Ensure daily tasks are executed according to the SOP

Conocimientos

Customer service

IT support

Troubleshooting

Educación

High school diploma

Herramientas

Microsoft 365

Descripción del empleo

We're Hiring: ServiceDesk Engineer/Call Centre!

We are searching for a motivated and customer-focused ServiceDesk Engineer/Call Centre professional to join our team in Singapore. The ideal candidate will deliver top-notch technical support, resolve user issues efficiently, and ensure excellent service delivery within our office environment.

Location: Depot Road, Singapore
Work Mode: Work from Office
Role: ServiceDesk Engineer/Call Centre

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