#SGunited Jobs Service Desk Engineer

ITCAN PTE. LIMITED

Singapore, Singapore
First call resolution (fcr) support
First level troubleshooting
Incident classification and prioritization
The role requires providing First Call Resolution technical support via phone and email in a timely manner

Job Summary

  • The role requires providing First Call Resolution technical support via phone and email in a timely manner.
  • Responsibilities include performing first-level troubleshooting on reported incidents and escalating them to second-level resolver groups as needed.
  • The engineer must maintain ownership of cases until closure while accurately recording relevant information and managing customer expectations.

Matching Summary

Match Score: 85

The role requires providing First Call Resolution technical support via phone and email in a timely manner.

Skills & Requirements

Must-have

  • First Call Resolution (FCR) support
  • First level troubleshooting
  • Incident classification and prioritization
  • Timely customer status updates
  • Case ownership and follow-up

Nice-to-have

  • Effective communication skills
  • Ability to handle call surges
  • Customer expectation management

Key Requirements

  • Technical support experience
  • Incident management skills

Work Rights

Not specified

Tailored Resume

Cover Letter