IT Service Desk Support Specialist

About the role

The IT Service Desk Support Specialist is the first point of contact for all IT-related incidents, service requests, and inquiries. You will ensure timely resolution, maintain communication with end‑users, and contribute to continuous service improvement.

Key responsibilities

• Log, categorize, prioritize, and track tickets in the ITSM tool following ITIL Incident and Request Management processes.
• Provide first‑level troubleshooting for hardware, software, network, and application issues.
• Escalate unresolved incidents to Level 2/3 support with complete documentation.
• Process standard service requests (access, password resets, software installations, equipment provisioning) per ITIL Request Fulfillment guidelines.
• Support Change Management by documenting and coordinating minor/standard changes.
• Draft professional English email updates for users, escalations, and management reporting.
• Prepare daily/weekly performance reports covering ticket volume, SLA compliance, and aging tickets.
• Maintain and update the knowledge base with troubleshooting guides, FAQs, and SOPs.
• Identify recurring issue trends and recommend proactive solutions.

Required profile

• 5‑8 years of hands‑on IT support or service desk experience.
• Strong knowledge of ITIL processes (Incident, Request, Problem, Change Management).
• Excellent written English communication skills.
• Ability to work under SLA pressure and deliver high‑quality customer service.

Required skills

• ITIL Foundation certification (v3 or v4) or equivalent working knowledge.
• Proficiency with ITSM tools such as ServiceNow or ManageEngine.
• Experience in hardware, software, and network troubleshooting.