Remote IT Service Desk Engineer – First-Call Support

ITCAN PTE. LIMITED; Singapore; On-site; SGD 32,000 - 52,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore seeks a Helpdesk/IT Support agent to deliver first call resolution for computing devices via remote tools, phone, and email. You will perform initial classification, prioritization, and troubleshooting of IT incidents.

You will log, track, and update requests in the service desk system, maintain case ownership until closure, follow ITIL guidelines, respect SLAs, document configurations, provide regular status updates, and escalate unresolved issues to L2 as needed.

Qualifications

• Deliver first call resolution (FCR) for IT incidents.
• Follow ITIL framework guidelines and SLAs.
• Log, track and update service desk tickets.

Responsibilities

• Deliver FCR for computing devices via remote tools, phone, and email.
• Perform initial classification, prioritization and troubleshooting of IT incidents.
• Escalate unresolved or complex cases to L2/resolver groups.
• Log, track, and update all support requests in the service desk system.
• Maintain case ownership until closure.
• Provide regular status updates to users and manage customer expectations.
• Report unusual surges in specific issue types.
• Document configurations accurately.

Skills

Remote support

Phone support

Email support

Job description

ITCAN PTE. LIMITED in Singapore seeks a Helpdesk/IT Support agent to deliver first call resolution for computing devices via remote tools, phone, and email. You will perform initial classification, prioritization, and troubleshooting of IT incidents.

You will log, track, and update requests in the service desk system, maintain case ownership until closure, follow ITIL guidelines, respect SLAs, document configurations, provide regular status updates, and escalate unresolved issues to L2 as needed.