IT Service Desk

2 days ago

Singapore Rapsys Technologies Full time

**Key Responsibilities:

- **
- 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 (process knowledge advantageous)

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

Pay: Up to $2,800.00 per month

**Location**:

- Singapore (required)

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