IT Service Desk Support Specialist

Roles & Responsibilities:

1. Service Desk Operations
2. • Act as the first point of contact for all IT-related incidents, service requests, and inquiries raised via phone, email, or ticketing system
   • Log, categorize, prioritize, and track all tickets in the ITSM tool in line with ITIL Incident and Request Management processes
   • Ensure tickets are resolved or escalated within agreed SLA timelines
3. Incident & Problem Management
4. • Perform first-level troubleshooting for hardware, software, network, and application issues
   • Escalate unresolved incidents to Level 2/3 support or relevant technical teams with complete documentation
   • Contribute to root cause analysis and problem management to reduce recurring incidents
5. Change & Request Fulfillment
6. • Process standard service requests (access requests, password resets, software installations, equipment provisioning) per ITIL Request Fulfillment guidelines
   • Support Change Management by documenting and coordinating minor/standard changes
7. Communication & Reporting
8. • Draft clear, professional email correspondence in English for user updates, escalations, and management reporting
   • Maintain end-user communication throughout the ticket lifecycle (acknowledgment, progress updates, resolution confirmation)
   • Prepare daily/weekly service desk performance reports (ticket volume, SLA compliance, aging tickets)
9. Knowledge & Documentation
10. • Maintain and update the knowledge base with troubleshooting guides and FAQs
    • Document recurring issues and standard operating procedures (SOPs)
11. Continuous Improvement
12. • Identify trends in recurring issues and recommend proactive solutions
    • Support ITIL-aligned Service Improvement initiatives to enhance service desk efficiency

Key Skills:

• 5–8 years hands-on IT support/service desk experience
• Strong ITIL process knowledge (Incident, Request, Problem, Change Management)
• Excellent written English communication skills for professional email correspondence
• Familiarity with ITSM tools (e.g., ServiceNow, ManageEngine)

Strong customer service orientation and ability to work under SLA pressure

Key Skills:

• 5–8 years hands-on IT support/service desk experience
• Strong ITIL process knowledge (Incident, Request, Problem, Change Management)
• Excellent written English communication skills for professional email correspondence
• Familiarity with ITSM tools (e.g., ServiceNow, ManageEngine)

Strong customer service orientation and ability to work under SLA pressure

Certification: ITIL Foundation (v3/v4) certified or equivalent working knowledge