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Urgent! Service Desk Agent (12-hour Shift) Job Opening In Singapore, Singapore – Now Hiring RAPSYS TECHNOLOGIES PTE. LTD.

Service Desk Agent (12 hour Shift)



Job description

Key Responsibilities
Provide
First Call Resolution (FCR)
technical support via phone and email, ensuring timely responses to all queries.


Perform
first-level troubleshooting
on all reported incidents and escalate unresolved issues to 2nd-level resolver groups as per work instructions.


Furnish and submit timely updates to customers on the status of outstanding issues within agreed service levels.


Maintain ownership of reported issues until closure, ensuring accurate and complete information is captured in the system.


Manage customer expectations effectively and notify the Team Lead of unusual surges in call volume or recurring issues.


Handle initial
incident classification and prioritization , track resolution progress, and provide regular updates to users.


Requirements
Education:
Minimum Higher Nitec in IT-related fields.


Experience:
Minimum 1 year in End User Support (Desktop Support or Technical Service Desk).


Technical Knowledge:
Windows Operating Systems
Active Directory Account Administration
Microsoft Outlook
Mobile device support
Mandatory Skills:
Microsoft Office 365
Preferred Skills:
Microsoft Windows troubleshooting
ITIL IT Service Management
#J-18808-Ljbffr


Required Skill Profession

Other General



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