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

RAPSYS TECHNOLOGIES PTE LTD; Singapore; On-site; SGD 28,000 - 34,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE LTD is seeking a Servicedesk Engineer/Call Centre professional to provide 1st level IT support from the office in Singapore. This role requires handling calls and emails, performing initial troubleshooting, and escalating complex issues to higher support tiers as needed.

The position targets candidates with a Diploma in IT or related fields and at least 1 year in end-user support, emphasizing strong customer service and knowledge of Windows OS, Active Directory, MS

Qualifications

• Diploma in IT-related fields is required.
• At least 1 year of end-user support experience (Desktop or Service Desk).
• Customer service experience in non-tech call centers will not be considered.

Responsibilities

• Provide 1st level remote/phone support and troubleshoot user queries/incidents.
• Aim for First Call Resolution via phone and email.
• Ensure timely responses to calls and emails; update customers on status.
• Perform initial troubleshooting and escalate to 2nd level as needed.
• Maintain ownership and follow up until issues are resolved.

Skills

End user support

First Call Resolution

Customer service

Education

Diploma in IT-related fields

Tools

Windows OS

Active Directory

MS Outlook

Mobile devices

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 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