IT Service Desk Engineer — First-Call Resolution

ITCAN PTE. LIMITED; Singapore; On-site; SGD 42,000 - 58,000; Full time

Job summary

ITCAN PTE. LIMITED is seeking a frontline support specialist to provide First Call Resolution (FCR) technical support via phone and email. You will perform initial troubleshooting, classify incidents, and keep customers updated on status within agreed service levels.

Responsibilities include owning cases until closure, gathering complete information, managing customer expectations, and escalating unusual surge events to the Team Lead as needed.

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 escalat
• 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 a frontline support specialist to provide First Call Resolution (FCR) technical support via phone and email. You will perform initial troubleshooting, classify incidents, and keep customers updated on status within agreed service levels.

Responsibilities include owning cases until closure, gathering complete information, managing customer expectations, and escalating unusual surge events to the Team Lead as needed.