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Service Desk Agent

3 weeks ago

Ang Mo Kio Avenue, Singapore Rapsys Technologies Full time

Desk support hour 7am to 7pm Monday to Friday, 7am to 2pm on

Saturday
- Working Hour
- Monday to Thursday : 8.5hr. Staggered between 7.00am - 7.00pm
- Friday : 8hr. Staggered between 7.00am - 7.00pm
- Saturday - Once a month. Weekday hour will be shortened if agents need to cover

Saturday.
- Sunday and Public Holiday - Off.

**Requirement**

2. Min Diploma in IT related fields

3. Min 1 year End user support experience, Desktop or Technical Service Desk. Customer Service

Experience in non tech call center environment will not be considered.

4. Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile

devices support.

SECTION A:
- 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)

SECTION B: KEY RESPONSIBILITIES AND RESULTS

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 Type**: Contract
Contract length: 12 months

**Experience**:

- service Desk Engineer: 2 years (preferred)