Service Desk/ IT Support Helpdesk

ITCAN PTE. LIMITED; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading company in Singapore seeks a technical support specialist to provide first call resolution and troubleshoot incidents. The role emphasizes customer-centric service, requiring timely updates and case ownership. Ideal candidates should excel in communication and manage customer expectations effectively.

Responsibilities

• Provide First Call Resolution technical support via phone and email.
• Perform first level troubleshooting on all reported incidents.
• Maintain ownership of cases and provide timely updates to customers.

Skills

Customer Centric

Technical Support

Troubleshooting

Communication

Job description

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. Customer Centric oriented, 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.