ServiceDesk / Helpdesk Agent

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 2,600 - 3,800; Full time

Job summary

RAPSYS TECHNOLOGIES PTE. LTD. is seeking a ServiceDesk Agent to respond to incidents and requests across multiple channels from a Singapore location. The role requires providing Level 1 support for various systems and ensuring timely resolution within SLA, while maintaining accurate records and adhering to SOPs.

The position involves 12-hour rotating shifts, with on-site duties at Depot Road, Singapore. IT support knowledge is advantageous, and a high school diploma is required.

Qualifications

• High school diploma or equivalent.
• IT support experience or knowledge is a plus.
• Willing to work 12-hour rotating shifts.

Responsibilities

• Respond to incidents, requests, inquiries, and alerts via calls, email, web chat, and monitoring consoles.
• Provide Level 1 troubleshooting for Workplace, Server, Network, Microsoft 365, SASE, and POS systems.
• Monitor security events, server/network availability, and system performance.
• Perform password resets and account unlocks.
• Log, manage, and escalate incidents to the appropriate Resolver Teams.
• Maintain accurate records in the Service Management System.
• Provide timely updates and ensure cases are resolved within SLA.
• Follow SOPs and perform daily operational tasks.

Skills

Incident response

Customer support

Troubleshooting

SLA adherence

Education

High school diploma

Job description

Role: ServiceDesk Agent

Location: Depot Road

(work 12-hour rotating shifts)

Job Description & Requirements:

• Respond to incidents, requests, enquiries, and alerts via Call, Email, Web Chat, EUP, IVR, and monitoring consoles.
• Provide Level 1 troubleshooting for Workplace, Server, Network, Microsoft 365, Secure Access Service Edge (SASE), and Point of Sale (POS) systems.
• Monitor security events, server/network availability, and system performance.
• Perform password resets and account unlocks.
• Log, manage, and escalation incidents to the appropriate Resolver Teams.
• Maintain accurate records in the Service Management System.
• Provide timely updates and ensure cases are resolved within SLA.
• Follow Standard Operating Procedures (SOPs) and perform daily operational tasks.

Requirements:

• High school diploma or equivalent.
• IT support experience or knowledge is an advantage.
• Willing to work 12-hour rotating shifts.