IT Service Desk Support Specialist

About the role

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

Responsibilities

• 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

Skills

• ITIL (Incident, Request, Problem, Change Management)
• IT Support / Service Desk
• ServiceNow
• ManageEngine
• English written communication
• Hardware, Software, Network troubleshooting
• Root cause analysis
• SOP documentation
• ITSM tools familiarity
• Customer service under SLA pressure
• Email correspondence