Key Responsibilities
- Provide first-level support for IT incidents and service requests via ServiceNow.
- Manage and resolve incident tickets efficiently, ensuring timely follow-up and closure.
- Handle vulnerability management tasks and coordinate with relevant teams for remediation.
- Deliver VIP support with professionalism and discretion.
- Facilitate new joiner onboarding, including account creation and onboarding introduction.
- Manage offboarding processes, including asset collection (laptops, mobile devices).
- Guide users through lost device reporting and replacement procedures.
- Provision software and licenses as per user and business requirements.
- Handle device loan requests, including re-cloning of loan laptops.
- Issue and track peripheral loan items (e.g., mouse, keyboard, adapters).
- Process USB exception requests, VPN disablement, and Cloud PC provisioning.
- Maintain accurate documentation and asset records.
- Collaborate with other IT teams to ensure smooth service delivery.
Requirements
- Minimum 3 years of experience in IT Helpdesk or technical support roles.
- Proficient in using ServiceNow or similar ITSM platforms.
- Familiarity with vulnerability management practices.
- Fast learner with the ability to pick up new systems and processes quickly.
- Excellent communication and interpersonal skills.
- Strong customer service orientation and ability to handle VIP users with tact.
- Team player with a proactive attitude and attention to detail.
Preferred Qualifications
- ITIL Foundation certification or equivalent (optional but advantageous).
- Experience in a corporate IT environment.
12 month renewable contract role
