IT Help Desk Specialist — First-Call Resolution Pro

Singapore Telecommunications Limited; Singapore; On-site; SGD 36,000 - 52,000; Full time

Job summary

NCS Group in Singapore is seeking an IT Service Desk Engineer to provide frontline support for customers across desktop topics, software and licenses compliance. You’ll address queries, perform initial troubleshooting, and escalate complex issues as needed.

You’ll work with a diverse team to deliver prompt responses, maintain accurate case records, and ensure service levels are met while contributing to ongoing IT operations and user satisfaction.

Qualifications

• 1+ year of experience in technology administration
• Basic networking knowledge is a plus
• Proficient with MS Office and common productivity tools
• Independent, resourceful and customer-focused

Responsibilities

• Provide first call resolution (FCR) technical support via phone and email
• Perform first level troubleshooting and escalate incidents to second level resolver groups
• Provide timely updates to customers on incident status within SLAs
• Own cases and follow up until closure with accurate information
• Manage customer expectations and notify leads about surge patterns
• Classify and prioritize incidents and track resolution progress

Skills

First Call Resolution

Technical Troubleshooting

Customer Support

MS Office

Job description

NCS Group in Singapore is seeking an IT Service Desk Engineer to provide frontline support for customers across desktop topics, software and licenses compliance. You’ll address queries, perform initial troubleshooting, and escalate complex issues as needed.

You’ll work with a diverse team to deliver prompt responses, maintain accurate case records, and ensure service levels are met while contributing to ongoing IT operations and user satisfaction.