IT Opening - HELPDESK / SERVICE DESK/DESKTOP ENGINEER

ITCAN PTE. LIMITED; Singapore; On-site; SGD 30,000 - 48,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore is seeking an IT Helpdesk/Support Analyst to provide First Call Resolution (FCR) technical assistance via phone and email. You will handle initial troubleshooting, escalate where required, and keep customers informed on incident progress.

The role emphasizes SLA adherence and case ownership within a fast-paced environment. The ideal candidate will manage expectations, document accurate details, and communicate effectively with Team Leads during surge periods,

Responsibilities

• Provide FCR technical support via phone and email; ensure calls and emails are answered promptly.
• Perform first-level troubleshooting and escalate to 2nd line resolver groups per instructions.
• Furnish and submit timely updates to customers on issue status within the SLA.
• Own each case, follow up until closure and record accurate information.
• Manage customer expectations and flag unusual surge to Team Lead.
• Classify and prioritize incidents, track resolution progress and provide follow-up updates.

Job description

Job Description & Requirements

• 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 escalated 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.