#Immediate interview - Service Desk engineer

ITCAN PTE. LIMITED; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

ITCAN PTE. LIMITED seeks a 1st-level remote support specialist to provide timely troubleshooting via phone and email.

You will handle initial classification, prioritization and tracking of incidents, maintaining case ownership, and escalating complex issues when required. Candidates should have a diploma in IT-related fields and at least 1 year of End-User Support experience, with solid knowledge of Windows OS, Active Directory, MS Outlook, and mobile device support.

Qualifications

• Minimum Education as Diploma in IT-related fields.
• Minimum 1-year End-User Support Experience (Desktop or Technical Service Desk).
• Knowledge of Windows OS, Active Directory Account Administration, MS Outlook and mobile device support.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email; ensure calls are answered and emails responded promptly.
• Perform first level troubleshooting on all reported incidents and escalate to 2nd level resolver groups as per instructions.
• Furnish and submit timely updates to customers on status of outstanding issues within the targeted Service Level.
• Maintain ownership of cases and follow up until closure; gather accurate information.

Skills

Windows OS

Active Directory

MS Outlook

Mobile devices

Phone & email support

Education

Diploma in IT-related fields

Job description

Position Summary

The 1stlevel remote support is required to provide 1stlevel troubleshooting to users' queries/incidents received (regardless of source in a professional and timely manner)

Key Responsibilities & Results

1 Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly

2 Perform first level troubleshooting on all reported incidents and elevate incidents to 2ndlevel resolver groups as per work instructions

3 Furnish and submit timely updates to customers on the status of outstanding issues within the targeted Service Level

4 Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.

5 Manage customer expectations and notify the Team Lead in the event of unusual surge in calls of a specific nature

6Handle initial classification/prioritization of the incidents. Track the progress of resolution and provide regular updates for follow up actions and incident status.

Requirements

• Minimum Education:Diploma in IT-related fields
• Minimum 1-year End-User Support Experience,Desktop or TechnicalServiceDesk.
• Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support.