First-Call IT Support Engineer - Service Desk

ITCAN PTE. LIMITED; Singapore; On-site; SGD 2,800 - 4,200; Full time

Job summary

ITCAN PTE. LIMITED in Singapore seeks an IT helpdesk professional to provide first call resolution for technical issues via phone and email.

You will perform initial troubleshooting and escalate complex cases to second level resolver groups as required. You will furnish timely status updates within the designated SLA and maintain full ownership of each case through to closure, gathering complete information for accurate records.

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 elevate 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 professional to provide first call resolution for technical issues via phone and email.

You will perform initial troubleshooting and escalate complex cases to second level resolver groups as required. You will furnish timely status updates within the designated SLA and maintain full ownership of each case through to closure, gathering complete information for accurate records.