Remote Service Desk Engineer — First-Call Resolver

ITCAN PTE. LIMITED; Singapore; On-site; SGD 33,000 - 61,000; Full time

Job summary

ITCAN PTE. LIMITED is seeking a 1st level remote support specialist to provide timely troubleshooting for user queries and incidents. You will handle initial diagnostics via phone and email, aiming for quick resolution within defined SLAs.

The role emphasizes strong communication, accurate information capture, and ownership of cases from intake to closure, with escalation to higher resolver groups when 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 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.

Job description

ITCAN PTE. LIMITED is seeking a 1st level remote support specialist to provide timely troubleshooting for user queries and incidents. You will handle initial diagnostics via phone and email, aiming for quick resolution within defined SLAs.

The role emphasizes strong communication, accurate information capture, and ownership of cases from intake to closure, with escalation to higher resolver groups when needed.