Service Desk Engineer: Fast First-Call IT Support

ITCAN PTE. LIMITED; Singapore; On-site; SGD 36,000 - 62,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore is seeking a customer-focused IT support specialist to provide frontline technical assistance via phone and email. You will deliver First Call Resolution, perform initial troubleshooting, and escalate where needed, while owning each case and recording complete information.

Additionally, you will consistently update customers on incident status, manage expectations, and inform the Team Lead of unusual surge patterns to ensure prompt, coordinated responses.

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 elevate 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 in Singapore is seeking a customer-focused IT support specialist to provide frontline technical assistance via phone and email. You will deliver First Call Resolution, perform initial troubleshooting, and escalate where needed, while owning each case and recording complete information.

Additionally, you will consistently update customers on incident status, manage expectations, and inform the Team Lead of unusual surge patterns to ensure prompt, coordinated responses.