Service Desk engineer
Location
singapore, singapore
Job Type
Full-time
Category
Other-General
Posted
June 08, 2026
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.
Key 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 servi...
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.
Key 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 servi...