IMMEDIATE HIRING- IT HELPDESK ENGINEER / IT SUPPORT

ITCAN PTE. LIMITED; Singapore; On-site; SGD 39,000 - 61,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore is seeking a customer-focused IT helpdesk specialist to provide First Call Resolution (FCR) support via phone and email. You will perform initial troubleshooting, escalate where needed, and keep customers updated on incident status within SLA targets.

You will own cases, gather necessary information, and communicate clearly with customers and team leads during surge periods. Experience in IT support, strong communication, and meticulous incident tracking are

Qualifications

• FCR-focused support experience.
• Ability to troubleshoot technical issues.
• Strong communication and documentation skills.
• Familiarity with incident tracking and escalation processes.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email.
• Perform first level troubleshooting on reported incidents and escalate as needed.
• Furnish timely updates to customers on issue status within SLA.
• Maintain ownership of cases and follow up until closure with accurate information.
• Manage customer expectations and alert Team Lead during surge in calls.
• Initial classification/prioritization of incidents and track progress of resolution.

Skills

First Call Resolution

Technical support

Troubleshooting

Incident management

Customer communication

Escalation procedures

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.