IT Customer Service Representative

Job Description

. We are looking for a proactive and customer-focused IT Service Desk Support Executive to provide first-level support for internal and external users.

. The ideal candidate will be responsible for handling user inquiries, monitoring applications and alerts, and ensuring smooth day-to-day IT support operations.

Key Responsibilities

. Serve as the primary point of contact for IT-related inquiries and issues reported by internal and external users.

. Monitor applications, systems, and alerts to ensure timely identification and resolution of issues.

. Process and respond to support requests received through calls, emails, or ticketing systems.

. Troubleshoot and resolve basic technical issues, escalating complex incidents when necessary.

. Maintain accurate records of incidents, service requests, and resolutions in the ticketing system.

. Coordinate with internal teams to ensure timely issue resolution and service continuity.

. Provide regular updates to users regarding issue status and resolutions.

. Step in as a backup resource during contingency situations to ensure uninterrupted operations and support coverage.

. Follow established IT service management processes and support procedures.

Required Skills & Qualifications

. Experience or background in IT Service Desk / Helpdesk Support.

. Good understanding of incident handling and user support processes.

. Strong communication and interpersonal skills.

. Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

. Basic troubleshooting and problem-solving skills.

. Familiarity with ticketing tools and monitoring systems is an advantage.

. Willingness to work in shifts or provide support during contingency situations, if required.

. Shift Schedule: AM Shift 08:00-17:00 PM Shift 16:00-01:00 GY Shift 00:00-09:00