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Service Desk Specialist

3 weeks ago

Ang Mo Kio, Singapore Rapsys Technologies Full time

12hr Rotation Shift, 24 by 7, 2 days work, 2 days off

1. 8:00 AM - 8:00 PM

2. 8:00 PM - 8:00 AM

The 1 st Level Remote Support is required to provide 1 st level troubleshooting to users

queries/incidents received (regardless of source; in a professional and timely manner)

Knowledge in Windows OS, Active Directory Account Administration, MS Outlook,

mobile devices support.

2. Perform first level troubleshooting on all reported incidents and escalate incidents to 2 nd level resolver

groups as per work instructions.

3. Furnish and submit timely updates to customers on the status of outstanding issues within targeted

Service Level

4. Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and

complete relevant information is recorded.

5. Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a

specific nature.

6. Handle initial classification/ prioritization of the incidents. Track the progress of resolution and

provide regular updates for follow-up actions and incident status.

**Job Types**: Full-time, Contract
Contract length: 12 months

Pay: $1,500.00 - $3,000.00 per month

Schedule:

- Day shift
- Night shift
- Weekend availability