IT Service Desk Support Specialist

1. →Service Desk Operations
• →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
2. →Incident & Problem Management
• →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
3. →Change & Request Fulfillment
• →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
4. →Communication & Reporting
• →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)
5. →Knowledge & Documentation
• →Maintain and update the knowledge base with troubleshooting guides and FAQs
• →Document recurring issues and standard operating procedures (SOPs)
6. →Continuous Improvement
• →Identify trends in recurring issues and recommend proactive solutions
• →Support ITIL-aligned Service Improvement initiatives to enhance service desk efficiency

• 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

• 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