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Hiring Immediately- Service Desk engineer

1 month ago

Singapore ITCAN PTE. LIMITED Full time
Roles & Responsibilities


Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly

Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work 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 on reported issues until closure and gather accurate and complete relevant information is recorded.

Manage customer expectations and notify the Team Lead in the event of unusual surge in calls of a specific nature

Handle initial classification/prioritization of the incidents. Track the progress of resolution and provide regular updates for follow up actions and incident status.


Tell employers what skills you have

Mac
Troubleshooting
Microsoft Office
Technical Assistance
Hardware
Ticketing
Administration
Information Technology
Service Level
Service Desk
Windows
Mobile Devices
Team Lead
ITIL
Customer Service
Technical Support