IT Helpdesk Specialist: First-Call Resolution & Support

ITCAN PTE. LIMITED; Singapore; On-site; SGD 40,000 - 72,000; Full time

Job summary

ITCAN PTE. LIMITED is seeking an IT helpdesk specialist to provide First Call Resolution (FCR) support via phone and email in Singapore.

You will perform first-level troubleshooting and escalate to 2nd level resolver groups as required. You will maintain timely updates to customers, own cases through closure, manage expectations during surge periods, and track incident status with accurate information for follow-up actions and incident status.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly
• Perform first level troubleshooting on all reported incidents and elevate 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 is seeking an IT helpdesk specialist to provide First Call Resolution (FCR) support via phone and email in Singapore.

You will perform first-level troubleshooting and escalate to 2nd level resolver groups as required. You will maintain timely updates to customers, own cases through closure, manage expectations during surge periods, and track incident status with accurate information for follow-up actions and incident status.