Job Description:
User Support & Incident Handling:
- Provide first-level IT support via phone, email, and chat.
- Log, categorize, and prioritize incidents and service requests using ServiceNow.
- Perform initial diagnosis and resolve or escalate issues according to ITIL processes.
- Monitor ticket queues and ensure timely resolution in line with SLAs.
- Maintain clear communication with users throughout the support lifecycle.
Knowledge & Documentation:
- Update and maintain internal knowledge base articles.
- Document troubleshooting steps and resolutions for future reference.
- Contribute to continuous improvement of support documentation and workflows.
IT Provisioning & Access Management:
- Install and configure software and basic hardware.
- Set up network access, printers, and shared resources.
- Manage user permissions and license allocations.
- Ensure compliance with internal security and access policies.
Collaboration & Process Improvement:
- Work closely with other IT teams to resolve complex issues.
- Participate in service improvement initiatives and feedback loops.
- Support audits and reporting related to ITIL processes and SLA metrics.
Requirements:
- Bachelor's degree in any relevant field.
- Minimum 1 year of experience in IT Help Desk or IT Support.
- Maintain and update knowledge base articles.
- Ensure compliance with SLAs and ITIL processes (Incident, Request, Problem Management).
- Collaborate with other IT teams to ensure seamless service delivery
- Proficient in PC operating skills on windows (outlook, word, excel, internal application software and etc) and iPad on iOS.
Preferred Skills and Experience:
- ITIL Foundation certification.
- Experience working on multinational projects or in global teams.
