About this role
Roles & Responsibilities:
- 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
- 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
- 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
- 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)
- Knowledge & Documentation
- Maintain and update the knowledge base with troubleshooting guides and FAQs
- Document recurring issues and standard operating procedures (SOPs)
- Continuous Improvement
- 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
Requirements
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