Servicedesk Engineer - First-Call Support (12-Hour Shift)

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 20,000 - 29,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE. LTD. is seeking a Servicedesk Engineer / Call Centre on a 12-hour shift to provide first level remote support from Depot Road, Singapore.

You will troubleshoot user queries and incidents, deliver first call resolution, and ensure timely responses by phone and email. The role requires a Diploma in IT, at least 1 year of end-user support experience, and knowledge of Windows OS, Active Directory, Outlook, and mobile devices.

Qualifications

• Diploma in IT related fields is required.
• Min 1 year end user support experience.
• Windows OS, Active Directory, MS Outlook and mobile devices knowledge.
• Customer service experience in non-tech call center is not considered.

Responsibilities

• Provide 1st level remote support for user queries/incidents.
• Perform first call resolution (FCR) via phone and email.
• Answer calls and respond to emails promptly.
• Escalate to 2nd level resolver groups per instructions.
• Provide timely updates to customers within service levels.
• Maintain ownership of cases through to closure.
• Notify Team Lead of unusual surge in calls.
• Initial classification/prioritization of incidents.
• Track progress and update on incident status.

Skills

Windows OS

Active Directory

MS Outlook

Mobile devices

Education

Diploma in IT related fields

Job description

RAPSYS TECHNOLOGIES PTE. LTD. is seeking a Servicedesk Engineer / Call Centre on a 12-hour shift to provide first level remote support from Depot Road, Singapore.

You will troubleshoot user queries and incidents, deliver first call resolution, and ensure timely responses by phone and email. The role requires a Diploma in IT, at least 1 year of end-user support experience, and knowledge of Windows OS, Active Directory, Outlook, and mobile devices.