EUC Support Engineer — First-Call Resolution Pro

ITCAN PTE. LIMITED; Singapore; On-site; SGD 35,000 - 52,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore seeks an IT Helpdesk/Support Analyst to deliver frontline technical assistance. You will respond to calls and emails, triage incidents, and perform initial diagnosis to restore services quickly.

You will own cases from report to closure, provide regular progress updates, and escalate where necessary to ensure adherence to service levels. The role emphasizes clear communication and diligent follow-up in a dynamic environment.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly
• 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 the 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 the Team Lead in the event of 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

ITCAN PTE. LIMITED in Singapore seeks an IT Helpdesk/Support Analyst to deliver frontline technical assistance. You will respond to calls and emails, triage incidents, and perform initial diagnosis to restore services quickly.

You will own cases from report to closure, provide regular progress updates, and escalate where necessary to ensure adherence to service levels. The role emphasizes clear communication and diligent follow-up in a dynamic environment.