Service Desk Engineer - Fast First-Call Support

ITCAN PTE. LIMITED; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job description

Responsibilities

• 1. Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
• 2. Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
• 3. Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
• 4. Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
• 5. Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
• 6. Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
• 7. Ensure Email Backlogs are cleared before the following day start of business.