#Hiring now - Service desk Engineer / IT helpdesk

ITCAN PTE. LIMITED; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore is seeking a frontline IT support professional to provide First Call Resolution (FCR) by phone and email, ensuring prompt responses and clear updates to customers.

You will perform first level troubleshooting, escalate to 2nd level resolver groups per guidance, and maintain ownership of cases through to closure with accurate information. The role requires managing customer expectations, notifying the Team Lead during surge periods, and tracking incident progress

Responsibilities

• Provide First Call Resolution (FCR) via phone and email.
• Perform first-level troubleshooting and escalate to 2nd level per instructions.
• Furnish timely updates on issue status within the targeted SLA.
• Maintain ownership of cases and record accurate information until closure.
• Manage customer expectations and alert Team Lead during surge in calls.
• Initial classification and prioritization; track resolution progress and follow-up actions.

Job description

Job Description & Requirements

• 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.