Source description
About the role
Act as a single point of contact for end-users regarding IT-related issues and queries. Ensure service delivery meets SLA requirements and customer expectations. Log, categorize, prioritize, and resolve incidents reported by end-users via phone, chat, or email. Communicate effectively with users regarding incident status and resolution. Collaborate with application and infrastructure support teams for incident resolution. Adhere to ITIL principles for incident management and service request fulfillment. Provide first-line support for IT issues (e.g., desktops, laptops, printers). Use ITSM tools (preferably ServiceNow) to log and manage incidents and service requests. Escalate unresolved issues to Level 2/Level 3 resolver groups. Maintain high customer service standards and adhere to SOPs and defined processes. Skills and Experience: Excellent communication and customer handling skills. Hands-on experience with ITSM tools, especially ServiceNow. Experience with first-line support and troubleshooting of IT hardware/software (e.g., desktops, laptops, printers). Ability to work in 24/7 rotational shifts and flexible hours. Knowledge of Active Directory, MS Office, and basic network troubleshooting. Experience with MS Outlook, VPN, Remote Desktop Management, and Unix OS (HP Unix, Solaris, AIX, Linux) is a plus. Support for applications such as SnagIt, TeamViewer, MS apps, Duo MFA, SolarWinds, and others. Scope of Support: Password resets account unlocks (Active Directory and other apps) MS Office and Outlook issues Printer troubleshooting access management Basic troubleshooting for laptops, desktops, and networks VPN, email client issues, and remote server management Basic support on Unix OS (HP Unix, Solaris, AIX, Linux)
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