Service Desk Engineer — First-Call IT Support

ITCAN PTE. LIMITED; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore is seeking a frontline IT support professional to provide First Call Resolution (FCR) by phone and email, ensuring prompt responses and clear updates to customers.

You will perform first level troubleshooting, escalate to 2nd level resolver groups per guidance, and maintain ownership of cases through to closure with accurate information. The role requires managing customer expectations, notifying the Team Lead during surge periods, and tracking incident progress

Responsibilities

• Provide First Call Resolution (FCR) via phone and email.
• Perform first-level troubleshooting and escalate to 2nd level per instructions.
• Furnish timely updates on issue status within the targeted SLA.
• Maintain ownership of cases and record accurate information until closure.
• Manage customer expectations and alert Team Lead during surge in calls.
• Initial classification and prioritization; track resolution progress and follow-up actions.

Job description

ITCAN PTE. LIMITED in Singapore is seeking a frontline IT support professional to provide First Call Resolution (FCR) by phone and email, ensuring prompt responses and clear updates to customers.

You will perform first level troubleshooting, escalate to 2nd level resolver groups per guidance, and maintain ownership of cases through to closure with accurate information. The role requires managing customer expectations, notifying the Team Lead during surge periods, and tracking incident progress