ICT Engineer

ITCAN PTE. LIMITED; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore seeks an IT helpdesk specialist to provide First Call Resolution (FCR) technical support via phone and email. You will perform first level troubleshooting on reported incidents and escalate as required to 2nd level resolver groups.

You will furnish timely updates to customers on issue status within SLA, own cases through to closure, and manage customer expectations. Regular updates and clear incident status communication are essential.

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 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

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 ***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.