ServiceDesk Engineer/Call Centre(12hrs Shift job)

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 36,000 - 54,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE. LTD.

in Singapore is seeking a 1st Level Remote Support specialist to troubleshoot user queries and incidents, deliver First Call Resolution via phone and email, and ensure calls and emails are answered promptly. Responsibilities include escalation to 2nd level resolver groups as per instructions, providing timely status updates, owning cases through to closure, recording all relevant information, managing customer expectations during surge events, and initial incident

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

Responsibilities

• Provide 1st level troubleshooting for user queries/incidents.
• Deliver First Call Resolution (FCR) via phone and email.
• Answer calls and respond to emails promptly.
• Escalate incidents to 2nd level resolver groups per instructions.
• Provide timely status updates to customers.
• Own cases and follow up until closure.
• Record relevant information accurately.
• Manage customer expectations during surge events.
• Initial classification and prioritization of incidents.
• Track progress and updates for follow-up actions and incident status

Skills

Windows OS

Active Directory

MS Outlook

Mobile devices support

Education

Diploma in IT

Job description

Job Description:

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 **escalate** 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 Leadin 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