IT Helpdesk Engineer: First-Call Resolution & ITIL Expert

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

Job summary

ITCAN PTE. LIMITED in Singapore is seeking a capable IT Technical Support professional to deliver First Call Resolution for desktops, notebooks, tablets, and smartphones through remote tools, phone, and email.

You will perform initial incident classification, prioritization, and troubleshooting, escalate complex cases, and log all work in the service desk system while maintaining ownership until closure.

Qualifications

• Experience in IT support or helpdesk is preferred.
• Strong communication and problem-solving skills.
• Knowledge of ITIL principles and incident management is a plus.

Responsibilities

• IT Technical Support: Deliver First Call Resolution (FCR) for computing devices via remote tools, phone and email.
• Incident Management: Perform initial classification, prioritization, and troubleshooting of IT incidents. Escalate unresolved or complex cases to L2/resolver groups
• Case Tracking: Log, track, and update all support requests inside the service desk ticketing system while maintaining case ownership until closure
• Operational Compliance: Follow ITIL framework guidelines, respect strict Service Level Agreements (SLAs), and document configurations accurately.
• Provide regular status updates to users, manage customer expectations, and report unusual surges in specific issue types.ADHOC duties as assigned

Skills

First Call Resolution

Customer Service

Phone Support

Email Support

Remote Troubleshooting

Tools

Ticketing System

ITIL

Remote Desktop Tools

Job description

ITCAN PTE. LIMITED in Singapore is seeking a capable IT Technical Support professional to deliver First Call Resolution for desktops, notebooks, tablets, and smartphones through remote tools, phone, and email.

You will perform initial incident classification, prioritization, and troubleshooting, escalate complex cases, and log all work in the service desk system while maintaining ownership until closure.