IT Helpdesk Specialist — First-Call Resolution

ITCAN PTE. LIMITED; Singapore; On-site; SGD 42,000 - 65,000; Full time

Job summary

ITCAN PTE. LIMITED is seeking a frontline technical support agent to provide First Call Resolution (FCR) via phone and email. The role requires answering calls and replying to emails promptly and professionally.

You’ll perform first level troubleshooting on reported incidents, furnish timely updates to customers, own cases until closure, and gather complete information for accurate records. You’ll manage customer expectations, escalate surge in calls to the Team Lead, and track incident progress

Job description

ITCAN PTE. LIMITED is seeking a frontline technical support agent to provide First Call Resolution (FCR) via phone and email. The role requires answering calls and replying to emails promptly and professionally.

You’ll perform first level troubleshooting on reported incidents, furnish timely updates to customers, own cases until closure, and gather complete information for accurate records. You’ll manage customer expectations, escalate surge in calls to the Team Lead, and track incident progress