Service Desk Engineer: First-Call & Incident Resolution

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

Job summary

ITCAN PTE. LIMITED, based in Singapore, seeks a dedicated support specialist to provide First Call Resolution (FCR) via phone and email. You will perform initial troubleshooting and escalate to second-level teams as required, while keeping customers informed within target SLAs.

Responsibilities include case ownership, timely updates, and clear communication for incident status. The role requires handling classification, prioritization, and consistent follow-up to closure.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email.
• Perform first level troubleshooting on all reported incidents and escalate 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, based in Singapore, seeks a dedicated support specialist to provide First Call Resolution (FCR) via phone and email. You will perform initial troubleshooting and escalate to second-level teams as required, while keeping customers informed within target SLAs.

Responsibilities include case ownership, timely updates, and clear communication for incident status. The role requires handling classification, prioritization, and consistent follow-up to closure.