Employment Opportunity - IT Service Desk Engineer

ITCAN PTE. LIMITED; Singapore; On-site; SGD 40,176 - 53,568; Full time

Job summary

ITCAN PTE. LIMITED is seeking a customer-focused support professional to provide first call resolution (FCR) via phone and email. You will perform initial troubleshooting, escalate where needed, and deliver timely updates within service levels.

The role requires owning cases through to closure and proactive communication with customers. You will monitor for unusual surge patterns and inform the Team Lead as appropriate.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email.
• Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level.
• Maintain ownership of cases and follow up on reported issues until closure and gather accurate and complete relevant information is recorded.
• Manage customer expectations and notify Team Lead in the event of an unusual surge in calls of a specific nature.
• Handle initial classification/prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

Job description

1. Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
2. Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd 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 an 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.