IT Helpdesk Engineer - First-Call Resolution Specialist

ITCAN PTE. LIMITED; Singapore; On-site; SGD 28,000 - 45,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore is seeking a Desktop Support / Service Desk Engineer to provide frontline technical assistance. You will handle FCR, triage incidents, and maintain clear updates with customers.

You will perform first level troubleshooting, classify incidents, and ensure timely status reporting, with ownership of cases until closure. This role requires strong communication via phone and email, and adherence to service levels.

Qualifications

• Provide first call resolution (FCR) via phone and email.
• First level troubleshooting and incident triage.
• Maintain timely updates to customers within SLAs.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email.
• Perform first level troubleshooting on all reported incidents and consolidate 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.

Job description

ITCAN PTE. LIMITED in Singapore is seeking a Desktop Support / Service Desk Engineer to provide frontline technical assistance. You will handle FCR, triage incidents, and maintain clear updates with customers.

You will perform first level troubleshooting, classify incidents, and ensure timely status reporting, with ownership of cases until closure. This role requires strong communication via phone and email, and adherence to service levels.