IT Service Desk Support Specialist

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 systemLog, categorize, prioritize, and track all tickets in the ITSM tool in line with ITIL Incident and Request Management processesEnsure tickets are resolved or escalated within agreed SLA timelinesIncident & Problem Management Perform first-level troubleshooting for hardware, software, network, and application issuesEscalate unresolved incidents to Level 2/3 support or relevant technical teams with complete documentationContribute to root cause analysis and problem management to reduce recurring incidentsChange & Request Fulfillment Process standard service requests (access requests, password resets, software installations, equipment provisioning) per ITIL Request Fulfillment guidelinesSupport Change Management by documenting and coordinating minor/standard changesCommunication & Reporting Draft clear, professional email correspondence in English for user updates, escalations, and management reportingMaintain 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 FAQsDocument recurring issues and standard operating procedures (SOPs)Continuous Improvement Identify trends in recurring issues and recommend proactive solutionsSupport ITIL-aligned Service Improvement initiatives to enhance service desk efficiencyKey Skills:5-8 years hands-on IT support/service desk experienceStrong ITIL process knowledge (Incident, Request, Problem, Change Management)Excellent written English communication skills for professional email correspondenceFamiliarity with ITSM tools (e.g., ServiceNow, ManageEngine)Strong customer service orientation and ability to work under SLA pressureRequirementsKey Skills:5-8 years hands-on IT support/service desk experienceStrong ITIL process knowledge (Incident, Request, Problem, Change Management)Excellent written English communication skills for professional email correspondenceFamiliarity with ITSM tools (e.g., ServiceNow, ManageEngine)Strong customer service orientation and ability to work under SLA pressureCertification: ITIL Foundation (v3/v4) certified or equivalent working knowledge