Immediate Opening – IT Helpdesk / Support Engineer
ITCAN PTE. LIMITED · Singapore
Job description
About the role
Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly.
Key responsibilities
- Perform first‑level troubleshooting on all reported incidents and escalate to second‑level resolver groups as required.
- Furnish and submit timely updates to customers on the status of outstanding issues within the targeted Service Level.
- Maintain ownership of cases, follow up on reported issues until closure, and ensure accurate information is recorded.
- Manage customer expectations and notify the Team Lead in case of unusual surge in specific call types.
- Handle initial classification and prioritisation of incidents, track resolution progress, and provide regular status updates.
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Published 1 hour ago
Expires 3 weeks from now
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ITCAN PTE. LIMITED
Singapore
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