IT Helpdesk & Support Engineer - First-Call Resolution

ITCAN PTE. LIMITED; Singapore; On-site; SGD 28,000 - 42,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore is hiring for a Technical Support agent responsible for First Call Resolution (FCR) via phone and email, ensuring calls are answered and emails responded promptly.

The role involves initial troubleshooting, escalating to second level resolver groups, providing status updates within SLA, owning cases until closure, and communicating with customers during surge periods.

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 in Singapore is hiring for a Technical Support agent responsible for First Call Resolution (FCR) via phone and email, ensuring calls are answered and emails responded promptly.

The role involves initial troubleshooting, escalating to second level resolver groups, providing status updates within SLA, owning cases until closure, and communicating with customers during surge periods.