Service desk engineer
External
Itcan Pte · Prudential Tower, SingaporeS$34K–S$42K/yrFull-timeUnknownToday
Information Technology
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Responsibilities
- Provide First Call Resolution (FCR) technical support via phone and email
- Perform first-level troubleshooting on reported incidents and escalate to appropriate resolver groups when required
- Provide timely updates to customers on outstanding issues within agreed service levels
- Maintain ownership of cases and ensure accurate documentation until closure
- Manage customer expectations and escalate unusual trends or high call volumes to the Team Lead
- Classify and prioritize incidents appropriately while tracking resolution progress and follow-up actions
Requirements
- Diploma in IT-related fields
- Minimum 1 year of experience in End-User Support, Desktop Support, or Technical Service Desk
- Customer service experience from a non-technical call center environment will not be considered
- Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support
Additional Information
Job Description & Requirements Position Summary The 1st Level Remote Support role is responsible for providing first-level troubleshooting and technical assistance to users' queries and incidents received through various support channels in a professional and timely manner.
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