Service Desk Engineer: Fast-Track IT Support

ITCAN PTE. LIMITED; Singapore; On-site; SGD 31,000 - 47,000; Full time

Job summary

ITCAN PTE. LIMITED is seeking an IT Support professional to provide First Call Resolution (FCR) by phone and email in Singapore. You will perform initial troubleshooting, escalate to second-level teams when needed, and keep customers updated on incident status within defined SLAs.

You will own cases, gather complete information, manage customer expectations during surge periods, and classify/prioritize incidents while tracking progress and follow-up actions until closure.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email.
• 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 is seeking an IT Support professional to provide First Call Resolution (FCR) by phone and email in Singapore. You will perform initial troubleshooting, escalate to second-level teams when needed, and keep customers updated on incident status within defined SLAs.

You will own cases, gather complete information, manage customer expectations during surge periods, and classify/prioritize incidents while tracking progress and follow-up actions until closure.