HIRING NOW - IT HELPDESK OR IT SUPPORT ENGINEER

ITCAN PTE. LIMITED; Singapore; On-site; SGD 42,000 - 65,000; Full time

Job summary

ITCAN PTE. LIMITED is seeking a frontline technical support agent to provide First Call Resolution (FCR) via phone and email. The role requires answering calls and replying to emails promptly and professionally.

You’ll perform first level troubleshooting on reported incidents, furnish timely updates to customers, own cases until closure, and gather complete information for accurate records. You’ll manage customer expectations, escalate surge in calls to the Team Lead, and track incident progress

Job description

Job Description & Requiremens

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 escalat

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.