IT Helpdesk Engineer - Fast First-Call Support

ITCAN PTE. LIMITED; Singapore; On-site; SGD 30,000 - 48,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore is seeking an IT Helpdesk/Support Analyst to provide First Call Resolution (FCR) technical assistance via phone and email. You will handle initial troubleshooting, escalate where required, and keep customers informed on incident progress.

The role emphasizes SLA adherence and case ownership within a fast-paced environment. The ideal candidate will manage expectations, document accurate details, and communicate effectively with Team Leads during surge periods,

Responsibilities

• Provide FCR technical support via phone and email; ensure calls and emails are answered promptly.
• Perform first-level troubleshooting and escalate to 2nd line resolver groups per instructions.
• Furnish and submit timely updates to customers on issue status within the SLA.
• Own each case, follow up until closure and record accurate information.
• Manage customer expectations and flag unusual surge to Team Lead.
• Classify and prioritize incidents, track resolution progress and provide follow-up updates.

Job description

ITCAN PTE. LIMITED in Singapore is seeking an IT Helpdesk/Support Analyst to provide First Call Resolution (FCR) technical assistance via phone and email. You will handle initial troubleshooting, escalate where required, and keep customers informed on incident progress.

The role emphasizes SLA adherence and case ownership within a fast-paced environment. The ideal candidate will manage expectations, document accurate details, and communicate effectively with Team Leads during surge periods,