IT Service Desk Support Specialist

Roles & Responsibilities:

1. 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
2. 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
3. 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
4. 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)