We’re Hiring! - IT Service Desk Engineer

ITCAN PTE. LIMITED; Singapore; On-site; SGD 24,000 - 42,000; Full time

Job summary

ITCAN PTE. LIMITED is seeking a contact center support specialist to provide First Call Resolution (FCR) via phone and email. You will perform basic troubleshooting and escalate where needed to second level resolver groups according to instructions.

You will furnish updates on issue status within service levels, maintain ownership of cases, and manage customer expectations while informing the Team Lead of surges or unusual patterns. This role emphasizes clear communication and timely follow-up.

Responsibilities

• Provide First Call Resolution (FCR) via phone and email and ensure calls are answered promptly.
• Perform first level troubleshooting on all reported incidents and escalate to 2nd level resolver groups as per 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 until closure, recording accurate and complete information.
• Manage customer expectations and notify the Team Lead in case of unusual surge in calls.
• Handle initial classification and prioritization of incidents; track progress and provide regular updates for follow ups.

Job description

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