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Service Desk Agent/ Customer Service Agent - Singapore - Rapsys Technologies

Rapsys Technologies

Verified Company

Singapore

1 month ago

Posted by:

Wei Jie

beBee Recruiter

Description

JD:

Responsibilities:

Provides 24x7 Service Desk support as defined by first response/Tier 1 support.

including hardware/software, passwords, and printer problems.

Be required to perform 24 X 7 shift work in support of operational IT related mission/after

duty hours on call/emergency requirements.

Shift work is required.

CORE COMPETENCIES:

Analysing
Delivering Results and Meeting Customer Expectations
Achieving Personal Work Goals and Objectives
Working knowledge of a range of diagnostic utilities, including incoming

transactions/telephone recording monitoring tools/utilities.

EXPERIENCE/KNOWLEDGE & SKILLS

Excellent communication skills and telephone manner. (Interpersonal skills, with a focus on

listening and questioning skills)

Excellent organisational skills
0.6 to 1 years previous IT Service Desk and/or Call Centre experience required
Managing incidents including business expectations and communication
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and

Office 200- Responsible for monitoring, operating, managing, troubleshooting and restoring to service

any terminal service client, personal computers (PC) that has authorized access to the

network.

When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the

issue/problem to proper tier 2 and 3 support team members

Develop trends by monitoring and analysing incoming calls, problems and support requests
Perform postresolution follow ups to help requests
Reinforce SLAs to manage enduser expectations
ITIL Knowledge will be a plus.

Job Types:
Full-time, Permanent

Schedule: