#Service desk Engineer- 12 hours shift based

ITCAN PTE. LIMITED; Singapore; On-site; SGD 36,000 - 47,000; Full time

Job summary

ITCAN PTE. LIMITED is seeking a dedicated professional to provide first-level technical support. You will resolve customer issues via phone and email, perform initial troubleshooting, and escalate as needed while maintaining clear communication until resolution.

The role emphasizes timely updates and ownership of cases to meet SLA targets. Responsibilities include delivering FCR, guiding incidents through escalation, and tracking progress with regular follow-ups, supporting the team with ad-hoc

Qualifications

• Provide first-level technical support via phone and email.

Responsibilities

• Deliver First Call Resolution (FCR) technical support through phone and email, ensuring timely responses to customer inquiries.
• Perform first-level troubleshooting on reported incidents to identify and resolve issues promptly.
• Escalate unresolved incidents to second-level resolver groups following established work instructions.
• Maintain ownership of cases by tracking progress and ensuring accurate, complete information is recorded until issue closure.
• Provide timely updates to customers on the status of outstanding issues within targeted SLAs.
• Manage customer expectations by communicating clearly and notifying Team Lead of unusual surges in call volume or incident types.
• Classify and prioritize incidents initially to facilitate efficient resolution workflows.
• Track resolution progress and provide regular updates for follow-up actions and incident status.
• Perform other ad-hoc duties as assigned to support team and operational needs.

Job description

Job Description & Requirements

Job Summary

Provide first-level technical support by resolving customer issues via phone and email, performing troubleshooting, escalating incidents appropriately, and maintaining clear communication until resolution.

Responsibilities

• Deliver First Call Resolution (FCR) technical support through phone and email, ensuring timely responses to customer inquiries
• Perform first-level troubleshooting on reported incidents to identify and resolve issues promptly
• Escalate unresolved incidents to second-level resolver groups following established work instructions
• Maintain ownership of cases by tracking progress and ensuring accurate, complete information is recorded until issue closure
• Provide timely updates to customers on the status of outstanding issues within targeted Service Level Agreements (SLAs)
• Manage customer expectations by communicating clearly and notifying Team Lead of unusual surges in call volume or incident types
• Classify and prioritize incidents initially to facilitate efficient resolution workflows
• Track resolution progress and provide regular updates for follow-up actions and incident status
• Perform other ad-hoc duties as assigned to support team and operational needs