#EG IT Service Desk Engineer (Singapore, Singapore)

This position provides the desktop support for the first contact point for customers; you will be responsible to provide prompt assistance to customers, addressing a range of IT topics and issues. You will also ensure that software, licenses and operations comply with standards.

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
• Perform first level troubleshooting on all reported incidents and elevate incidents to 2nd level resolver groups as per work instructions.
• Furnish and submit timely updates to customers on the status of outstanding issues within 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 Team Lead in the event o...