IT Service Desk Engineer — First-Call Resolution Specialist

ITCAN PTE. LIMITED; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore is seeking a proactive IT support specialist to provide first call resolution (FCR) through phone and email.

You will perform initial troubleshooting, classify and prioritize incidents, and escalate when necessary to ensure swift resolutions. You will maintain ownership of each case, gather complete information, and provide regular updates on incident status within defined service levels, while managing customer expectations and escalating unusual surges to the

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 escalate
• 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 seeking a proactive IT support specialist to provide first call resolution (FCR) through phone and email.

You will perform initial troubleshooting, classify and prioritize incidents, and escalate when necessary to ensure swift resolutions. You will maintain ownership of each case, gather complete information, and provide regular updates on incident status within defined service levels, while managing customer expectations and escalating unusual surges to the