Not specified (assumed office-based due to the nature of the role).
First call resolution (fcr) support
First level troubleshooting
Incident classification and prioritization
The IT Service Desk Engineer position at ITCAN PTE. LIMITED in Singapore requires a candidate to provide technical support, manage incidents, and ensure timely communication with customers. The role emphasizes first-call resolution and efficient case management to uphold service quality
Job Summary
The role requires providing First Call Resolution technical support via phone and email while ensuring timely responses.
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, track progress, and provide regular updates until issues are closed.
Matching Summary
Match Score: 75
The IT Service Desk Engineer position at ITCAN PTE. LIMITED in Singapore requires a candidate to provide technical support, manage incidents, and ensure timely communication with customers. The role emphasizes first-call resolution and efficient case management to uphold service quality.
Skills & Requirements
Must-have
First Call Resolution (FCR) support
First level troubleshooting
Incident classification and prioritization
Customer expectation management
Timely status updates
Nice-to-have
Effective phone and email communication
Ability to handle call surges
Strong follow-up skills
Key Requirements
Experience in IT service desk or help desk environments
Knowledge of incident management processes
Strong communication skills for customer interaction