Servicedesk Engineer/CallCentre (12 hrs shift job)(salary $2800)

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

We're Hiring: Servicedesk Engineer/Call Centre!

Join our dynamic team as a Servicedesk Engineer/Call Centre professional. If you have a passion for customer service, technical troubleshooting, and thrive in fast-paced environments, we want to hear from you! This is a 12-hour shift job based in Singapore with a competitive salary of $2800.

Location: Singapore, Singapore

Work Mode: Work from Office

Role: Servicedesk Engineer/Call Centre

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 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 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