IT Service Desk Support Specialist

Job description

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

Requirements

• 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

Skills